Call Center Industry QA & CX Conference + Industry Awards Gala
Join SQM Group for the 27th Annual QA & CX Conference—a premier event dedicated to elevating customer experience and call center quality assurance excellence. Consistently rated as a world-class conference by attendees, this event is held at the iconic Fairmont Le Château Frontenac, one of Canada’s most prestigious five-star hotels.
Why Attend?
Experience a two-day immersion into:
- Cutting-edge QA and CX research
- Industry best practices from top-performing organizations
- Executive and Management/Supervisor learning tracks (invite-only for executives)
- Invaluable networking with industry leaders and peers
- Actionable insights to enhance customer satisfaction, compliance, and employee engagement
Who Should Attend?
- Customer Experience Officers
- Call center vice presidents, directors, and managers
- Managers responsible for quality assurance
- Staff managers who have responsibilities for improving CX
- CX research, CX, and QA managers
- Call center quality assurance leaders
- Most importantly, World-Class Certified frontline supervisors and agents
Celebrate CX Excellence
On CX Celebration Day, we honor the industry’s best with over 50 prestigious awards, including:
- Call Center of the Year
- Agent of the Year
- Top 50 Agents of the Year
- Supervisor of the Year
- World Class Certification
- CX Best Practices
The Awards Gala Night is a black-tie and formal gown affair, celebrating outstanding frontline and leadership performance based on real customer feedback.
Conference Topics: CX Best Practices (Tentative Topics)
- Using Automated QA to Monitor, Motivate, and Manage Agent Performance
- Agent Engagement Strategies for Remote Work Environments
- Leveraging AI and Regression Analysis to Predict CSAT
- Benchmarking with mySQM™ QA Score
- Real-Time Recognition to Drive CX Excellence
- Empowering Agents with AI-Generated Self-Coaching
- Improving Agent Soft Skills: Empathy, Friendliness, and Resolution
- Enhancing Retention and Engagement through AI and Analytics
- Automating QA for Call Compliance Excellence
- Promoting Cross-Department Collaboration and Supervisor Coaching
- Training Agents to Resolve Complex or Challenging Calls
- Customer Analytics to Improve First Call Resolution (FCR) and CX
- Behind the Scenes: What it Took to Become the 2025 Call Center of the Year
- What Drove Success for the 2025 Best Performing Small Call Center
2026 Conference Pricing
| Track | Price |
|---|---|
| Executive Track (Invitation Only) |
$3,500 |
| Executive Track + CX Celebration Day (Invitation Only) |
$4,000 |
| Supervisor/Management Track | $2,400 |
| Supervisor/Management Track + CX Celebration Day | $2,900 |
| CX Celebration Day (Open to all roles) |
$1,200 |
| Awards Gala Night Only | $400 |
All tracks include access to the Awards Gala Night.
Special Offers & Group Discounts
- 10% Group Discount for 4+ Executive/Supervisor Track attendees
- 10% Group Discount for 10+ total conference attendees
- Guest Rate: Bring a special guest (non-employee) for just $200—includes all meals, drinks, Lumber Jack / Sugar Shack Party, and Awards Gala Night.
- All-Inclusive Guest Package: Add Appreciation Day activities for a total of $400
Guests may be added after online registration is completed.
Travel Information
Taxi Rates to/from Jean Lesage International Airport:
- Daytime: $41.40 CAD
- Night (11 p.m. – 5 a.m.): $47.60 CAD
Registration is Not Yet Available
Registration is not yet open for our upcoming 2026 annual CX/QA conference and awards. We'll announce conference and registration dates when they are available.
Fairmont Le Château Frontenac (5-star) Hotel
The Fairmont Le Château Frontenac Hotel, Perched atop Cap Diamant overlooking the St. Lawrence River, Fairmont Le Château Frontenac is one of Canada’s most iconic landmarks. Built in 1893 by the Canadian Pacific Railway to promote luxury tourism and encourage rail travel, the hotel was named after Louis de Buade, Count of Frontenac, a former governor of New France. With its castle-like architecture and commanding presence in the heart of Old Québec, this historic hotel has played host to royalty, world leaders, and cultural icons for over a century. Carefully restored and modernized over the years, the Château Frontenac continues to enchant guests with its blend of historic grandeur, elegant interiors, and unrivaled location within a UNESCO World Heritage site.
Reservation Information
The Fairmont Le Château Frontenac Hotel in Canada is approximately 11 miles from the Jean Lesage International Airport. Depending on traffic conditions, the drive typically takes 20-30 minutes.
Rooms for the conference will be available at a $289 rate. Guests can make reservations individually through the Reservations Department by calling TBD and referencing the SQM hotel block code TBD.
Please note that Room Categories, Views, and Bed Types are not guaranteed. The SQM room block cut-off date is March 27, 2026, so reservations may no longer be guaranteed. Reservations can be canceled up to 7 days before arrival without penalty. No-shows will be charged the cost of the entire stay to the guest's credit card as a cancellation fee.
The Fairmont Le Château Frontenac does not have transportation to the hotel, however, there are many options for transportation. Taxi rates are $41.40 (day price) and 47.60 (night price – between 11 p.m. and 5 a.m.) each way to/from the Jean Lesage International Airport.
Hotel & Event Location
Fairmont Le Château Frontenac Hotel1 Rue des Carrières
Québec, QC G1R 5J5
Canada
Dates
Hotel Amenities
- The Fairmont Le Château Frontenac Hotel is situated in the heart of Québec City, Canada
- The best culinary experience in Québec City
- Each room is refined and comfortable, combining classic charm with modern amenities to ensure a relaxing and memorable stay.
- Complimentary Wi-Fi internet access
- Fitness facility and indoor heated pool, and whirlpool
- Room services (morning until late evening)
- Concierge staff will help you enjoy everything Quebec City and the hotel have to offer
- A luxury spa located at the Fairmont Le Château Frontenac Hotel
Rooms & Suites
Standard King, Standard Queen, or Double Rooms: These rooms feature one king bed, one queen bed, or two double beds, and are thoughtfully designed with timeless décor that reflects the hotel’s historic elegance. Each room includes modern amenities such as flat-screen TVs, complimentary Wi-Fi, Nespresso machines, and USB charging ports. Bathrooms feature upscale finishes, with either glass walk-in showers or shower/tub combinations, and eco-friendly bath products.
King One Bedroom Junior Gold Suite: This suite features a separate bedroom with a king bed, a living area with a sofa, and upscale touches like luxurious bedding, a marble bathroom, and a glass walk-in shower. Guests also enjoy exclusive Fairmont Gold amenities and lounge access.
Employee Appreciation Activities
Fairmont Le Château Frontenac Hotel Spa
The Fairmont Le Château Frontenac Hotel Spa is designed to provide guests with a relaxing and rejuvenating experience. The spa offers various services, including massages, facials, body treatments, and nail care. Each treatment is designed to relax the body and mind, leaving guests feeling refreshed and revitalized. The spa's experienced therapists and aestheticians are dedicated to providing personalized service. They take the time to understand each guest's needs and preferences to ensure a tailored and effective spa experience.
Quebec City and Montmorency Falls Day Trip
Discover the magic of Quebec City on a guided day trip by bus from Montreal. Be charmed by narrow streets, steep hills, and historic treasures, and see a waterfall 1.5 times bigger than Niagara.
Guided Sightseeing River Cruise
Explore Québec City on a cruise along the St. Lawrence River and enjoy live commentary from our expert guide as you admire landmarks such as Montmorency Falls, Château Frontenac, and Île d'Orléans.
Montmorency Falls with Cable Car Ride
Embark on an unforgettable cable car ride to the top of Montmorency Falls. Discover breathtaking viewpoints and trails as the majestic 272-foot waterfall cascades through Parc de la Chute-Montmorency.
Fairmont Le Château Frontenac Guided Tour
Experience an exclusive guided tour of the prestigious Château Frontenac in Quebec City. Discover more about the famous people and historical events that have shaped its identity over the years.
Whale Watching Zodiac Tour
Join a whale watching tour in the heart of the best observation site in the world: the Saguenay–St-Lawrence Marine Park! Hop aboard one of our Zodiacs and head off to meet up to 13 whale species.
Hop-on Hop-off Open-Top Double Decker Bus Tour
See the sights of Québec City at your own pace with an open-top, double-decker, hop-on, hop-off bus. Jump off and on at 15 stops and get panoramic views along the way.
Montmorency Falls & Ile d'Orleans Half-Day Tour
Discover the charming countryside of the Côte-de-Beaupré region on a half-day tour from Quebec City. Choose from a morning or afternoon departure and visit Montmorency Falls, the Island of Orleans, and the Basilica of Sainte-Anne-de-Beaupré.
3-Hour Whale Watching Boat Tour
Embark on a whale tour from Tadoussac or Baie-Sainte-Catherine, Charlevoix. Discover these majestic creatures at one of the world's top observation sites with expert naturalist guides.
Grand Walking Tour
Explore the charm, history, and culture of Old Quebec City in the company of an informative guide on a walking tour of this incredible World Heritage Site.
Aquarium du Quebec
Use your ticket and explore Quebec City’s unique indoor and outdoor aquarium. Explore outdoor habitats featuring seals, polar bears, and arctic foxes. Then, head inside for aquatic displays.
Registration is Not Yet Available
Registration is not yet open for our upcoming 2026 annual CX/QA conference and awards. We'll announce conference and registration dates when they are available.