Customer Support Quality Assurance

EmberQA applies configurable QA scorecards, rubrics, metrics, weights, policies, red flags, and coaching criteria to customer interactions. Teams can use automatic rubric selection and exemptions, review metric-level explanations, search interaction evidence, and allow authorised reviewers to correct scores when needed.

Yes. The platform supports quality assurance workflows for calls, SMS, emails, documents, chat transcripts, and other written interaction data. Supported ingestion and API submission can connect interaction data with scoring, analytics, reporting, coaching, and workflow automation.

EmberQA can identify high-risk interaction issues including privacy violations, improper advice, hostile behaviour, and escalation risks. Pro capabilities include dedicated AI red-flag detection, automated alerts, and workflow actions that can notify supervisors or update connected systems.

QA findings can reveal recurring performance gaps and guide targeted coaching recommendations, improvement plans, training programmes, quizzes, knowledge checks, and AI mock-caller roleplay. Managers can connect interaction evidence with coaching actions and track progress against defined quality metrics.

Yes. EmberQA supports BPO client reporting, custom scorecards, performance analytics across agents, teams, channels, and locations, and reporting workflows for comparing programmes and recurring issues. It also supports multi-site quality assurance with office-specific requirements and role-based permissions.

EmberQA supports API connectivity, supported ingestion, workflow automations, result webhooks, delivery history, and updates to CRMs, ticketing systems, internal dashboards, supervisors, and other tools. Teams can trigger actions from QA scores, red flags, call outcomes, and performance signals.