Quality as a Service for Modern Customer Operations
Powered by People, Elevated by technology
Bill Gosling’s Quality as a Service (QaaS) offering is a market‑leading, mature solution that combines large‑scale human quality expertise with cutting‑edge digital quality management through our in-house developed system NEQQO. This integrated service represents the most advanced and effective quality model available in the market today which we deploy for some of The UK’s leading brands and ambitious start-ups.
QaaS fuses two capabilities that are rarely delivered together at enterprise scale: deep human judgement and advanced quality technology. Human quality specialists bring context, empathy, regulatory understanding, and behavioural insight, while NEQQO provides automation, analytics, speed, and consistency. Together they form a single, closed‑loop quality ecosystem.
At Bill Gosling, we have been delivering contact centre services for over 70 years and have offered human-led QA services for the past 15 years. This experience has given us insight which is unavailable to others and this has contributed to NEQQO being the best digital QA solution on the market.
We have delivered human QA for over a decade, which has led to a number of benefits for our clients. It ensures a genuinely independent model for QA, delivered at a lower cost than internal operations. It has helped our clients to dramatically improve the quality scores of both in-house and outsourced customer service operations. It improves compliance and provides deep insight into both operational performance and systemic failures in customer experience.
Key Benefits of QaaS
Enhanced Customer Experience
Intelligent Innovation
Improved Compliance
Actionable Insights
Integrated QaaS Operating Model
Human assessment remains critical in complex, regulated environments. Our analysts evaluate behaviours, intent, vulnerability handling, regulatory adherence, and outcome effectiveness in a way that technology alone cannot. This ensures insight is reliable, defensible, and actionable.
Human Quality Expertise at Scale
Human assessment remains critical in complex, regulated environments. Our analysts evaluate behaviours, intent, vulnerability handling, regulatory adherence, and outcome effectiveness in a way that technology alone cannot. This ensures insight is reliable, defensible, and actionable.
NEQQO Digital Quality Management
NEQQO is the digital backbone of QaaS. It enables omnichannel ingestion, automated scoring, advanced analytics, real‑time dashboards, structured coaching workflows, and full audit trails. Quality becomes a proactive performance and risk management capability rather than a retrospective audit activity.
Case Study
Quality Intelligence in a UK Financial Services Environment
Overview
We deployed our Quality-as-a-Service model within a large UK financial services environment, analysing live customer interactions to strengthen quality governance, resolution effectiveness, and compliance oversight across collections activity.
Challenge
The operation required consistent, end-to-end visibility into interaction quality— specifically around first-call resolution, repeat contact, customer effort, and emerging risk—without increasing manual QA workload or disrupting live delivery.
Solution
Our Quality-as-a-Service approach combined automated QA, speech analytics, and expert human review to assess every interaction against defined quality, compliance, and customer-experience standards—turning conversations into actionable operational insight.
Implementation
Thousands of inbound and outbound interactions were analysed over a defined period, with automated scoring and insight dashboards embedded into the operating rhythm to surface resolution outcomes, repeat-contact drivers, customer effort indicators, and regulatory or escalation signals in near real time.
Impact
- 80%+ QA performance maintained at scale
- Up to 45% first-call resolution identified on inbound interactions
- Repeat-contact drivers surfaced across ~17% of interactions
- Improved visibility into customer effort and compliance risk
