The business process outsourcing (BPO) industry continuously grows in the Philippines for its low cost and strategic location. The industry practices quality assurance which involves defining and implementing processes to produce deliverables that are defect-free and of high quality. Company XYZ uses random sampling for its sample selection. However, this resulted in a gap between their QA and CSAT scores. The purpose of the study is to look for a specific sampling technique to reduce the gap between the CSAT Score and QA Score of Company XYZ and to accurately detect and locate where a high percentage of defects are found and encountered. Using the focused sampling technique, two report drivers were identified as 1. Handling time also refers to efficiency, and 2. customer contacts show the number of times a customer contacted the business. Based on the result of the Paired T-test, the focused sampling has a significant difference from the random sampling technique. The focused sampling technique bridged the gap between Company XYZ's QA score and CSAT score as the QA score decreased for each team simultaneously as the rate of defects increased. The top opportunity identified for focused sampling explains why customers are dissatisfied with the service. Future studies may integrate other drivers that are critical to their business and customer.

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Jhamela Mae Gutierrez