Independent Quality Assurance

Make Customer Operations a Growth Driver in regulated industries

Improve consistency across all customer touchpoints

Reduce compliance exposure

Increase CSAT & NPS with data driven actions

Lower operational costs caused by errors and rework

The QSA Framework™ provides independent, structured QA for customer support, payments, trading, and compliance workflows in regulated or high-risk sectors.

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Why our QSA

Independent Quality Systems & Assurance gives clear visibility into execution, risk, and performance.

As organisations grow across channels, regions, and automation workflows, maintaining consistent quality becomes harder and the risks increase. Quality issues rarely arise from missing policies. They are a result of how work is executed day to day.

THE QSA Framework Suite

The QSA Framework provides independent, structured QA for customer support, payments, trading, and compliance workflows.

QSA Prevent™

Build strong QA foundations before inconsistency becomes risk.

Best for: New teams, rapid growth, entering regulated workflows, new markets, or scaling volumes.

Overview

Outcome

Consistent execution from day one, reduced exposure, clearer governance.

What we review

Every Critical Customer Touchpoint

We review customer interactions and operational execution across all channels and workflows that matter most in regulated environments.

Multi-Channel Interactions

Calls, live chat, email, and tickets across all support channels

KYC & KYB Onboarding

Know Your Customer and Know Your Business journeys

Payments & Disputes

Payments, disputes, chargebacks, and customer communications

Trading & Crypto Support

Including volatility-driven volume spikes

Compliance & Escalations

Compliance-sensitive complaints, escalations, and disclosures

Who we are

Independent QA and audit experts in regulated, high-volume environments.

Deep customer operations experience

Strong QA and audit governance capability

Specialist knowledge in payments, KYC/KYB, and regulated workflows

Practical execution with ISO 9001/ ISO 27001 frameworks

Meet the Team

Trusted Experts in Quality,
Compliance & Performance

Our specialists combine regulatory expertise, operational insight, and data-driven analysis to deliver objective QSA,
early risk detection, and continuous improvement across complex, regulated environments.

Klaudia Marta Okwara 

Head of Operational Excellence and Business Finance

Adrienn  Farkas

QSA Team Leader 

Liberty Carlisle

QSA Senior Auditor

Amber Vella

QSA Auditor 

Why Independent QA

Independent and Objective

Separate from operational pressure, delivering unbiased insights.

Execution-Focused, Not Box-Ticking

focused Closing the gap between policy and practice.

Built for Regulated Environments

Where small errors create real risk

Scales As Your Needs Change

Scales with volume, channels, and evolving risk.

QSA Framework Process

1
Discovery and scope alignment
2
Define evaluation criteria, risk themes, and reporting cadence
3
Pilot or phased onboarding
4
Ongoing QA reviews + reporting + calibration workshops
5
Actionable recommendations to improve execution and reduce risk

Ready to scale

Ready to strengthen Quality at Scale?

Whether you need to prevent risk, recover performance, or to scale growth with control, our QSA Framework™ provides the independent oversight modern Customer Operations require.