The Quality Assurance (QA) module is an add-on feature within the Conversational Intelligence suite. Designed to elevate the performance and compliance of customer interactions, this module empowers organizations with tools for both Automated Scoring and Manual Quality Assurance (QA). Whether you aim to scale QA processes or target specific interactions for review, the QA module provides the insight and structure needed to deliver consistent, high-quality customer experiences.
Key Features
1. Automated Scoring
Automated Scoring uses AI-driven analysis to assess 100% of conversations based on configurable criteria. This enables organizations to identify performance patterns, flag compliance risks, and uncover training opportunities without manual effort.
Capabilities include:
Customizable scorecards: Define categories like empathy, compliance, or product knowledge.
100% Coverage: Every interaction is scored. No more random samples — get the full picture.
Flagging: Automatically highlight conversations that deviate from expected standards.
Use case: Automatically evaluate all calls for compliance script adherence and identify those requiring human review.
2. Manual Quality AssuranceManual QA allows evaluators, team leads, or QA analysts to review specific conversations and assess them against customized criteria.
Manual QA allows evaluators, team leads, or QA analysts to review specific conversations and assess them against customized criteria.
Capabilities include:
Dynamic QA forms: Use structured templates tailored to your business goals.
Annotation and feedback: Leave contextual comments and suggestions for coaching purposes.
Calibration tools: Align evaluator scoring through standardization tools and QA calibration sessions.
Agent feedback workflows: Share QA results directly with agents, including coaching recommendations or acknowledgement of high performance.
Use case: Managers can review flagged interactions or spot-check random samples to ensure coaching efforts align with real-world agent behavior.
Benefits
Efficiency at scale: Evaluate more conversations without growing your QA team.
Consistency: Ensure every agent is held to the same quality and compliance standards.
Transparency and development: Provide agents with actionable feedback and development opportunities.
Risk mitigation: Automatically detect potential compliance issues before they escalate.
Integration with Conversational Intelligence
The QA module seamlessly integrates with the Conversational Intelligence platform:
Access conversations directly from the dashboard.
Link QA results with individual agents, teams, or campaigns.
Use QA insights alongside other analytics like sentiment and topic detection.
Getting Started
To enable the QA module, contact your account manager or submit a request via the Support Portal. Once activated, you'll gain access to configuration tools, training materials, and onboarding support to help you deploy both Automated Scoring and Manual QA effectively.