Government Sector
Quality & Compliance: Federal Contact Center Performance Governance
Multi-Year Federal Contract Awards Driven by Sustained Quality & Compliance Excellence
The Challenge
A large federal agency operated a high-volume contact center supporting sensitive, high-impact inquiries related to individuals’ financial well-being.
The environment required:
Strict caller verification and adherence to federal compliance standards
Zero tolerance for error in customer interactions
Consistent empathy and professionalism under complex regulatory requirements
- Reliable quality oversight across inbound operations
The agency needed a disciplined quality monitoring framework to ensure compliance integrity, performance consistency, and continuous improvement.
The Strategy
Northridge implemented a structured Quality & Compliance framework designed to strengthen oversight, reporting, and performance governance.
The strategy focused on:
Establishing comprehensive inbound Quality Monitoring processes
Standardizing caller verification and compliance scoring protocols
Introducing calibration sessions to ensure scoring accuracy and consistency
Delivering actionable reporting and performance insights to leadership
Insights from monitoring were leveraged to inform behavioral coaching and training redesign, creating a closed-loop performance improvement model.
The Execution
Northridge partnered closely with agency leadership to operationalize the quality program across teams.
Execution included:
Ongoing inbound quality monitoring and compliance verifications
Monthly and quarterly reporting with trend analysis and performance examples
Cross-functional calibration sessions to maintain scoring reliability
- Expansion into outbound and technical quality monitoring
- Development of enhanced coaching guidelines and performance standards
The program evolved from a compliance verification initiative into a broader performance governance function.
The Impact
The agency experienced sustained improvements in quality performance and contract confidence.
Outcomes included:
Consistent renewal of multi-year federal contracts, reflecting long-term value and trust
Improved customer satisfaction drivers across monitored programs
“Exceptional” Contractor Performance Assessment Report (CPAR) ratings
- 15-point year-over-year increase in empathy scores
- Elevated coaching and compliance standards across inbound, outbound, and technical teams
The engagement established a scalable quality oversight model that strengthened compliance integrity while improving customer experience and operational performance.
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