At Epicenter, quality is a shared vision across all centers and employees and not just an obsession. Systems and elaborate processes ensure that every single customer interaction meet the quality benchmarks. Quality of Service remains the USP and the primary differentiator for Epicenter.

The Epicenter Leadership assures total commitment to customer satisfaction and the Quality Manager spearheads the Quality Movement across the company. A Process Quality In-charge works towards consistent deployment of processes and systems based on COPC 2000® performance model. The KPI's here being:

Quality of HR - Recruitment and Training Systems
Quality of Infrastructure and Technology
Cycle Time Reduction
Quality System Audits

The project quality is managed by the Project Quality In-charge whose role primarily deals with the following KPI's:

Defect-free Customer Service
Maximize Customer Retention
Quality of Work Culture and Practices
Systematic Problem Solving through Team Approach

Various analytical tools beyond the basic 7 QC tools are used for systematic, team based problem solving.

Epicenter believes that effective Teamwork is a necessary driver for scaling higher service levels.