Quality Assurance & Call Monitoring

Overview

What we deliver

We audit calls, chats, and emails against your quality framework and deliver coaching insights that improve agent consistency and customer outcomes.

We run quality assurance programs for contact centers that want measurable improvement in agent behavior and customer experience. Our QA analysts review voice calls, chat transcripts, and email exchanges against your scorecard, flagging compliance gaps, tone issues, process misses, and coaching opportunities. We help you build or refine the scorecard, calibrate scoring across reviewers, and produce weekly trend reports that point to root causes rather than symptoms. We share feedback in formats your supervisors can act on, including individual coaching notes, team-level dashboards, and call libraries of strong and weak examples. We also flag systemic issues such as confusing scripts, broken processes, or training gaps so leadership can fix the source. Whether you need supplemental QA capacity or a fully managed program, we plug into your stack and deliver consistent reviews at the volume and depth your operation needs.

Fit Check

Built for teams like yours

Who it's for

Outsourced contact centers
In-house customer service teams
Regulated industries needing audits
Sales and collections teams
Growing support organizations

Pain points we solve

Inconsistent agent quality
Compliance and script adherence gaps
Lack of bandwidth for thorough reviews
Vague coaching feedback
No visibility into root causes

What's included

Capabilities

Everything we cover in this engagement.

Scorecard design and refinement
Voice, chat, and email reviews
Calibration sessions with leadership
Compliance and regulatory checks
Agent-level coaching notes
Team and queue dashboards
Trend analysis and root cause reports
Call library curation

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Scope and scorecard

We align on quality criteria and sample sizes.

02

Calibration

We norm scoring across reviewers and stakeholders.

03

Review cycles

We audit contacts on a daily or weekly cadence.

04

Reporting

We share scores, coaching notes, and trends.

05

Improvement loops

We track changes and adjust criteria over time.

What you get

Deliverables & outcomes

What you get

Quality scorecard
Reviewed contact samples
Coaching notes per agent
Weekly trend reports
Calibration session minutes
Root cause analysis briefs

Outcomes you can expect

Higher CSAT and compliance scores
More consistent agent performance
Faster supervisor coaching
Lower repeat contact rates
Clear visibility into process gaps

Timeline

2 to 4 weeks to start reviews

Engagement

Monthly retainer, Project, Sprint

Tools we use

Playvox, Scorebuddy, CallMiner, Observe.AI, Excel

KPIs we track

Average quality score, compliance rate, calibration variance, repeat contacts, coaching completion

Client stories

What clients say

"

We were drowning in tier-one tickets about password resets and appointment changes. They built a deflection layer on top of our help desk and kept their agents in the loop for anything sensitive. Volume to humans dropped 58 percent in two months and our patient NPS held steady. The hybrid handoff is the part most vendors get wrong. They did not.

P.M.

"

My books were 90 days behind and I was avoiding my accountant. They cleaned up nine months of mis-categorized Shopify and Stripe entries, set up proper rules in QuickBooks, and now my close lands on day four of every month. First time in three years I opened a P&L without wincing. Cash forecasting actually makes sense now.

D.R.

Proof