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 had 14 cornerstone pages stuck on page two for 18 months. Their SEO crew rewrote the internal linking, cleaned up our schema, and shipped 22 supporting briefs over a quarter. Eight of those pages broke top three by month five. Organic pipeline went from a trickle to our second-largest source. Felt like watching interest compound.

James T.

"

We had been prototyping an AI quoting agent for nine months and could not get it past demo quality. They came in, scoped a real eval set, swapped our retrieval layer, and added guardrails for the edge cases that kept burning us. Went live in seven weeks. It now handles 41 percent of inbound quote requests without a human touching them.

Kyle A.

Proof