Independent Quality Assurance
Make Customer Operations a Growth Driver in regulated industries
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.
Fix Quality. Reduce Risk. Strengthen Reputation.
Fix Quality. Reduce Risk. Strengthen Reputation.
We review customer interactions and operational execution across all channels and workflows that matter most in regulated environments.
Regular QA Audits
Comprehensive preparation and structured dissemination of audit reviews for interactions with the clients.
Daily Quality Performance Reporting
Real-time insights into operational quality metrics to support agile decision-making.
Performance Monitoring & Evaluation
Continuous assessment of team performance against KPIs and quality standards.
Industry Benchmarking
Alignment of internal quality standards with industry best practices to maintain a competitive edge.
Calibration Sessions & Workshops
Cross-functional quality calibration to ensure consistency and objectivity in evaluations.
Comprehensive QA Reporting
Performance trends, gap analysis, and actionable recommendations for process improvement.
Knowledge Base & SOP Development
Creation and enhancement of Standard Operating Procedures (SOPs) and internal knowledge repositories.
Scalable QA System Implementation
Deploy adaptable QA frameworks that grow with your organisation’s needs.
Root Cause Analysis
In-depth investigation of quality issues to identify and address underlying causes.
Cross-Departmental Collaboration
Partnership with HR and Customer Operation teams to ensure standardisation and operational effectiveness.
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
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
- 1Discovery and scope alignment
- 2Define evaluation criteria, risk themes, and reporting cadence
- 3Pilot or phased onboarding
- 4Ongoing QA reviews + reporting + calibration workshops
- 5Actionable recommendations to improve execution and reduce risk
