Automated Interaction Scoring
Evaluate calls, SMS, emails, and documents against customizable QA scorecards and rubrics, helping teams apply consistent standards across customer interactions.
Turn customer interactions into actionable performance insight with EmberQA’s AI-powered quality assurance platform. Analyze calls, SMS, emails, and documents using consistent scorecards, detect urgent red flags, and identify coaching opportunities across customer-facing teams. Built for contact centers and organizations in the United States that need broader QA coverage without adding manual review work.
AI-powered tools for scoring interactions, identifying risks, coaching agents, and improving customer service performance.
Evaluate calls, SMS, emails, and documents against customizable QA scorecards and rubrics, helping teams apply consistent standards across customer interactions.
Identify hostile behavior, privacy violations, escalation risks, and other urgent quality concerns so managers can prioritize the interactions requiring attention.
Surface recurring performance patterns and recommend personalized coaching opportunities that help managers move from manual review toward targeted development.
EmberQA helps contact centers and customer-facing teams analyze every interaction instead of relying on limited manual sampling. Its AI-powered platform applies customizable scorecards, detects red flags, highlights sentiment and performance trends, and turns QA data into focused coaching actions. Teams can also search transcripts, automate workflows in CRMs and ticketing systems, and use roleplay scenarios to support stronger service performance.
Bring comprehensive interaction analysis and practical coaching insight into your quality assurance workflow.
Review every customer interaction instead of relying only on limited manual sampling.
Apply the same customizable rubrics across teams, programs, offices, and interaction channels.
Surface urgent quality issues, privacy concerns, and escalation risks for earlier management attention.
Use recurring performance patterns to guide more targeted, actionable agent development.
Experienced AI and contact-center software leaders building practical QA automation.
CEO / Founder
RT Maddox is the CEO and Founder of EmberQA, an AI-powered quality assurance platform built for contact centers and customer-facing teams across the United States. With a background in AI automation and contact-center software, RT identified a critical gap between the volume of customer interactions companies handle and the limited manual sampling traditionally used to evaluate them. Drawing on years of hands-on collaboration with customer-obsessed organizations, RT led the development of EmberQA to bring automated scoring, red flag detection, and targeted coaching insights to a broader range of businesses. As founder, RT is focused on helping quality assurance teams move beyond guesswork, giving managers the tools to review every interaction and turn QA data into measurable performance improvement for their agents and their customers.
Head of Engineering
Ethan Shover serves as Head of Engineering at EmberQA, where he leads the technical development of the company's AI-powered quality assurance platform. Ethan is responsible for building the systems that allow EmberQA to analyze every customer interaction, apply consistent scoring rubrics, and surface urgent red flag alerts in real time. His engineering leadership ensures that the platform can reliably support office-specific QA workflows and integrate customer call data with CRM verification, giving quality assurance teams and contact centers a scalable, dependable tool for improving performance. Ethan brings a strong focus on building robust, high-performing software that translates complex AI automation into practical, actionable insights for organizations managing high volumes of customer interactions. His work is central to EmberQA's mission of transforming manual QA sampling into comprehensive, data-driven interaction analysis.
Customer service tracking and support uses technology to monitor, evaluate, and improve customer interactions across channels such as calls, SMS, emails, and documents. EmberQA applies customizable quality scorecards, identifies risks, analyzes sentiment and performance patterns, and gives managers actionable insight for coaching and workflow improvement.
Talk with EmberQA about turning interaction data into actionable quality insights.
Connect with EmberQA to discuss automated interaction analysis, risk detection, and coaching workflows for your team.
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