Customer Service Quality Assurance

A customer service QA professional monitors interactions across calls, SMS, emails, and chat transcripts against customizable scorecards, rubrics, and weights. Key duties include reviewing flagged interactions, correcting metric scores, identifying recurring performance gaps, alerting supervisors to high-risk compliance red flags, and developing targeted agent coaching recommendations and training programs.

The platform supports customer interaction evaluation across phone calls, SMS messages, emails, documents, and chat transcripts. Interactions can be ingested through supported sources or submitted directly through an API for automated scoring, transcription, emotion mapping, and structured data extraction.

Teams configure custom QA scorecards using custom rubrics, metric definitions, and weighted criteria. The platform also supports automatic rubric selection using configurable rules and allows exemptions for interactions that should not be graded, providing metric-level explanations for every pass or fail outcome.

AI red-flag detection analyzes interactions to identify critical risks such as hostile agent behavior, privacy violations, improper advice, and escalation risks. When customer-defined red-flag conditions are triggered, automated alerts notify supervisors and push updates to CRMs, ticketing systems, or internal dashboards.

Reporting tools include manager QA dashboards, agent performance analytics, standard CSV exports, and daily AI QA reports. On supported tiers, teams access PDF trend reports, recurring-issue analysis across teams and locations, and an on-demand natural-language report builder for custom charts and tables.

Plans are offered on a monthly per-agent basis, with Essentials at $49 per agent per month and Pro at $89 per agent per month, both including unlimited usage of listed plan features. Manager and reviewer access is free unless their own interactions are scored.