QA agency - client relationships
Best practices Management
12 mins read
January 24, 2024

7 tips to improve QA agency-client relationships

Are you feeling frustrated with the relationship between your QA agency and the clients? It is normal to feel overwhelmed, as it requires effective communication, collaboration, and mutual trust between the two parties. But do not worry; we've got you covered. As you go on reading this article, you will find simple yet effective steps to improve the QA agency and client relationships massively.

Nurlan Suleymanov

It is common to have misunderstandings and problems in the relationships between the QA agencies and the clients. But it should not reach a level of conflict that intervenes with the work and, ultimately, affects the results significantly. 

So how to do this? Let’s move on to our advice to help you build a long-lasting bond with your clients, backed up by five rules.

You can delve further into the topic with our latest video.

Rule 1: Communication is key

In any business; for the project’s success, it is vital to have clear and timely communication. Without proper communication, both parties will be unaware of the project’s expectations, resources, and changes. To avoid this common mistake, these are the simple steps to establish strong QA agency and client communication

  • Both the QA agency and the client should know the project’s scope, expectations, timelines, and requirements. 
  • Communication channels should be established early in the project to avoid misunderstandings later. 
  • The project manager should establish a regular communication schedule, including weekly meetings to discuss progress and concerns. 
  • Communication should be open and transparent, where both parties share any concerns or issues that may arise.
  • Both parties should also be responsive and answer emails and calls in a timely manner.

Effective communication is necessary to build trust, and after it is built, creating a strong QA agency and client relationships becomes much more accessible. 

There are some steps QA agencies should take to initiate a high-quality relationship with their clients: 

  • Clearly define communication and expectations in a written contract that both parties can refer to throughout the project.
  • Provide a dedicated communication channel, such as a chat platform, where the client can easily reach out to the QA team and receive timely responses.
  • Establish an emergency channel or “SOS” chat for urgent issues that require immediate attention. This channel should have designated team members available 24/7 for urgent issues.
  • Use a shared database or project management tool to track the status of current projects, milestones, and deadlines.
  • Schedule regular meetings, such as monthly reporting or weekly check-ins, to review project status, discuss concerns, and provide updates.

Rule 2: Set realistic expectations

Expectations are also significant to the project because it determines satisfaction levels. When expectations are unnecessarily high, even decent work by the QA agency could result in disappointment on the client’s end. Below are the ways you deal with this:

  • QA agency should provide the client with a clear understanding of the testing process and its limitations of it. 
  • The client should know everything about the risks, uncertainties, and roadblocks, like technical difficulties, resource limitations, and time constraints. 
  • The QA agency should be transparent about what can and can not be achieved within the given timeframe and resources.
  • The client should provide enough time and resources to deliver the project of the highest quality. 
  • Both parties should agree on a clear scope of work with objectives and the project’s desired outcomes.

These steps will help to build transparent QA agency and client communication where the expectations are realistic and the result is evaluated objectively.

Rule 3: Develop a consistent testing process

The quality of the service provided by the QA agency is also crucial in the testing company and client relationships. Consistency in testing processes will boost the overall quality of the work done by the agency and will be crucial to building trust with the client for future projects. Here is how you implement a consistent testing process: 

  • Have standardised testing procedures that should be communicated to the client. These procedures should be followed for every test to have consistent and reliable results. 
  • Notify the client about every single change made to the testing process. The client should be able to review and approve these changes. 
  • Track progress and ensure that testing is done within the established timelines.
  • Openly report any issues or bugs identified in the testing to the client.
  • Ensure you use up-to-date methods, like using web testing software for automation where you can eliminate repetitive tasks.
  • Write down a testing strategy document that outlines the overall testing approach, testing goals, testing scenarios, tools and techniques you will use. Share and review it with the client to ensure everyone is aligned on the testing process.

By following a consistent testing process, the QA agency and the client can ensure the testing is done accurately and efficiently. This helps to establish credibility between the two parties and leads to better QA agency and client relationships.

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Rule 4: Maintain confidentiality and security

As businesses increasingly rely on digital solutions and technology to operate, it becomes crucial to ensure the safety and security of sensitive data. Data privacy and security are significant concerns for businesses of any size, so providing the necessary confidentiality will help to build trust between the QA agency and the client. Here is how you build confidentiality and security in QA agency and client relationships

  • The QA agency should have clear policies and procedures to protect sensual data and intellectual property. All employees and stakeholders should know these policies.
  • The agency should only use secure communication channels to transfer data. It involves encrypted email services, secure file transfer protocols, or messaging apps.
  • The QA agency also should use secure software and tools during the testing. It includes testing servers, bug-reporting tools, virtual machines, and sandboxing tools. All of them should be safe and contribute to a secure testing environment.
  • Both parties should review security policies to identify potential vulnerabilities or risks. Regular security audits should be provided by the agency.

These solutions will ensure that security and confidentiality are protected and all sensitive data remain secure during the project. The responsibility primarily falls on the agency’s shoulders.

Rule 5: Define roles and responsibilities clearly

There is no possibility of success where chaos rules, and it is relatable to every business. A clear definition of roles and responsibilities will help to avoid confusion and ensure everyone understands their role in the project. This can be done in simple steps, like the following: 

  • Define the scope of the testing project
  • Specify the deliverables
  • Outline specific tasks to be performed by each party

Improve agency-client relationships

"Your most unhappy customers are your greatest source of learning". 

Bill Gates, Microsoft Founder

Rule 6: Stay flexible and adaptive

There should be adaptability and flexibility to build relationships between the QA agency and the client. In a constantly changing landscape, you and your client must be open to adjustments and responsive to changing needs, which shows your willingness to collaborate effectively. Your adaptability ensures smoother navigation through unexpected situations, promoting resilience and strengthening the success of your partnership.

Specifically, it’s essential to maintain an agile mindset. This means being ready to pivot when needed embracing change as an opportunity rather than a setback. Stay proactive by regularly reassessing strategies, processes, and goals. Encourage open discussions about evolving needs and priorities with your client, allowing both parties to adjust plans accordingly. Also, prioritise continuous learning and improvement within your team, fostering a culture that welcomes change and innovation. This proactive approach to flexibility and adaptability will help you navigate uncertainties with agility and resilience, ultimately strengthening your partnership’s success.

Rule 7: Embrace transparency

Transparency is also crucial in nurturing a healthy agency-client relationship. Both parties should openly share information, insights, and challenges. Transparent communication about project progress, setbacks, and changes helps make informed decisions and mitigate misunderstandings. It fosters trust and reinforces the partnership’s integrity.

To master transparency, you need to do the following: 

  1. Ensure both you and your client acknowledge and value each other’s expertise, experiences, and opinions. 
  2. Actively listen and consider different viewpoints, fostering an environment where collaboration thrives. 
  3. Encourage open discussions that embrace diverse perspectives and insights. 
  4. Avoid dismissing ideas outright and seek to understand the reasoning behind differing opinions. 
  5. Demonstrate respect for each other’s contributions to build trust and create a foundation for a successful and harmonious partnership.


Initially, it might not be as easy as it sounds to build an effective testing company and client relationship. Learning to work with clients effectively requires commitment and experience. 

You will get more experienced with the clients. By learning from your mistakes, establishing proper communication channels, providing feedback and keeping confidentiality, you can build the credibility and trust you need in your business. Remember: a collaborative working environment leads to high-quality testing outcomes and, ultimately, a better end product.

Centralise your testing efforts, collaborate with your team and clients more effectively, and gain valuable insights into your testing process

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What are the common mistakes in QA team and client relationships?

Common errors in QA team and client relationships include lack of communication, unrealistic expectations, inadequate testing processes, and failure to establish trust and transparency.

How to create long-term relationships between the QA team and the client?

To develop long-term relationships between the QA team and the client, prioritise clear communication, set realistic expectations, overdeliver, provide feedback, and improve your testing processes.

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