Quality Assurance

QA dashboard

Single landing page for QA leaders — submitted evaluations, average score, pass / auto-fail rates, daily activity, and weakest sections all in one place. Filter by client, LOB, and time period; jump straight to the underlying reports.

Agent QA portal

Each agent has a personal QA portal — every evaluation against their interactions, with score, pass / fail outcome, dispute window, and acknowledgement state. Submitted evaluations only; drafts stay invisible until the evaluator publishes them.

Scorecard builder (sections + questions)

Author scorecards with weighted sections, mandatory items, and conditional questions. Reuse a base scorecard across clients with LOB-specific tweaks; no more "which version of the scorecard are we using?"

Evaluation workflow (draft → submit → dispute → resolve)

QA analysts evaluate calls in a structured workflow with full audit. Agents can dispute; supervisors resolve; everything is timestamped. Calibration debates turn into structured conversations, not spreadsheet fights.

Quality analytics + reporting

Trend analytics by agent, team, LOB, client, and scorecard section. Calibration drift, evaluator-bias detection, and the QA scores that feed the SLA scorecard for clients.

Calibration sessions + blind scoring

Calibration sessions with multiple evaluators scoring the same call blind, then revealing and discussing variance. The platform records the variance and the resolution — calibration becomes data, not folklore.

QA → coaching recommendation linkage

A low score on a specific scorecard section automatically suggests a coaching session on that topic; the coaching module picks it up and the supervisor sees it in their queue. QA findings stop dying in a spreadsheet.

Bulk evaluation submission

CSV and JSON bulk imports for high-volume evaluation pipelines — auto-coaching tools, third-party speech-analytics platforms, and historical backfills land directly in the evaluation queue without manual entry. Async job processing per spec 30 §5.3.

AI Quality Scoring

sub-spec 30B

AI-driven scoring of calls or interactions against your existing scorecard, surfacing top-priority evaluations for human review. Doesn't replace QA analysts; it triages so they spend their time where it matters most.