Quality politics
Quality of service is a customer's right
ISO 9001
In Tu-Voz we have obtained the seal of Quality Management ISO 9001 by the certifying entity Bureau Veritas, a world leader in inspection, verification, testing and certification that has accredited the quality and safety of our processes.
The certifying entity confirms in this way our quality politics what concerns to continuous improvement As a fundamental principle of action of the organization, compliance with quality in the services offered to customers and, ultimately, contribute at all times to customer satisfaction.
Our vocation of service based on the proximity, technical knowledge and quality, has driven us to improve day by day following certain strategic lines:
- Know and satisfy the needs and expectations of our customers.
- Know and comply with the legal and regulatory requirements that are applicable in each case.
- Communicate to the client the incidents that may occur in the provision of the service and thus minimize the impact that these may have.
- Seek continuous improvement in the efficiency of our production and management processes that allows us to be competitive due to our Quality-Price relationship.
- Involve our staff, with their contributions, in achieving continuous improvement.
Customer service audits
In our Contact Center we perform audits to maintain the quality standards required to offer an impeccable service to our customers. It is important to note that the work of audit calls It is one of the most important. If not the most. It is the basis of improvement of agents. Thanks to internal call audits we can identify best practices, rate agents and raise the level of service.
Quality politics
The Management of TU – VOZ, DISEÑO Y PRESTACION DE SERVICIOS DE TELEMARKETING Y CONTACT CENTER aware of the obligations imposed by Quality Management according to the UNE-EN-ISO 9001:2015 Standard, and reaffirming its foundational commitment, declares, publishes and makes its Quality Policy generally known to all its Organization and Interested Parties. consisting of:
- Establecer y mantener un Sistema de Gestión de la Calidad eficaz y eficiente, planeado y desarrollado en conjunto con el resto de funciones de la Gerencia.
- Asegurar que todo el personal esté totalmente familiarizado con los Objetivos y la Política de la Empresa a través de un programa de preparación y formación a todos los niveles de la misma.
- Informar al Cliente ante cualquier eventualidad que pueda ser causa de incumplimiento en la prestación del servicio solicitado por él o comprometido por TU – VOZ.
- No huir de las responsabilidades en cuanto a los perjuicios que nuestra forma de actuar haya podido ocasionar a las Partes interesadas.
- Adaptarse a las solicitudes y necesidades de las Partes interesadas siempre que sea posible
- Tratar con la máxima prioridad las reclamaciones o quejas de las Partes interesadas.
- Conseguir la plena satisfacción del cliente mediante el estricto cumplimiento de los requisitos contratados y prestados a través de nuestros servicios de Atención al Cliente, Comunicación Comercial y Marketing Telefónico.
- Cumplir los requisitos (legales, reglamentarios, etc.) aplicables a todas las actividades de la empresa y las ligadas a la prestación de nuestros servicios.
- Conseguir la máxima motivación de las Partes interesadas implicadas directamente en el desarrollo de nuestra actividad, que garantice nuestro compromiso de mejora continua.
En Valencia, a 07 de mayo de 2026
Antonella Morella
CEO TÚ VOZ
