How Headspace maintains brand voice consistency across an outsourced team

Headspace is a global leader in meditation and mindfulness through its meditation app and online content, with more than 32 million members across 190 countries. Founded in 2010 by Andy Puddicombe and Rich Pierson, it’s backed by Puddicombe’s deep knowledge of the time-honored tradition and practice of meditation, coupled with his expertise in translating those learnings into modern day applications.

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The support team works to capture Puddicombe’s authenticity and passion for meditation – it’s their job to make sure users feel encouraged by Headspace to continue their practice. With a partially outsourced team, this poses a bit of a challenge. But Headspace has a robust quality assurance program to aid them in overcoming this obstacle.

The following is a Q&A with Michael Luevanos, Quality Assurance Manager and Kenny Bonilla, Quality Assurance Specialist at Headspace:

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