Quality Assurance
Call monitoring, scoring, coaching, AI speech analytics.
QA used to mean a supervisor scoring 2% of calls a week against a 30-question form. That model is dead. AiCX's QA practice combines AI-powered scoring across 100% of interactions with human calibration and structured coaching loops — the only way to actually move the needle on agent performance at scale.
We deploy QA-as-a-service for clients running their own contact centers, or as the embedded quality function inside an AiCX BPO program. Either way, the model is the same: score everything with AI, calibrate with humans, surface coaching moments to supervisors in near real time, and measure whether coaching actually changes behavior.
This is a force multiplier. Clients who move from sample-based QA to 100% AI QA typically see 15–25% performance improvement on their top KPIs within 90 days — because for the first time, every agent gets feedback on every interaction.
The difference is in how we run the program — not the deck.
Plenty of vendors can quote you a seat. Few can deliver an outcome. Here's what changes when AiCX runs your quality assurance program.
AI scoring of 100% of interactions
Every call, chat, and email scored — not a 2% sample. Compliance and coaching gaps surface in days.
Human calibration that matters
Senior QA leads calibrate the AI weekly with your team to keep scoring aligned to brand intent.
Real-time coaching surfacing
Coaching moments routed to supervisors and agents within hours, not weeks.
Compliance monitoring
Missed disclosures, prohibited language, and policy violations flagged automatically.
Outcome-tied scorecards
Custom scorecards built around the KPIs your business actually moves on (CSAT, FCR, sales, recovery).
Outsourced or embedded
QA-as-a-service for in-house contact centers, or embedded in any AiCX program.
Everything you need on day one — built in.
A quality assurance program from AiCX ships with the operational scaffolding most clients spend quarters trying to assemble in-house.
- 100% AI-driven scoring across voice, chat, and email
- Custom scorecard design with weighted criteria
- Compliance monitoring (TCPA, FDCPA, HIPAA, brand)
- Sentiment and emotion analysis
- Talk/listen ratio, dead air, and other behavioral metrics
- Topic and intent identification
- Side-by-side QA for new-hire training
- Calibration sessions with client QA teams
- Coaching moment generation and routing
- Coaching effectiveness tracking
- Executive QA dashboards and trend reporting
- Integration with major recording and CCaaS platforms
How teams put quality assurance to work.
Compliance QA for a top-10 issuer
Replaced 2% sample QA with 100% AI scoring; cut compliance violations 73% in 4 months and surfaced 12 systemic training gaps.
Close-rate optimization for a sales BPO
Identified a 6-pattern objection-handling gap; targeted coaching lifted close rate 28%.
Member service CSAT lift
Real-time coaching loops moved a 78% CSAT to 91% in two quarters.
Common questions about Quality Assurance.
Don't see your question? Talk to our solutioning team — we'll walk you through pricing, footprint, and ramp options for your specific program.
Related services
B2B & B2C Call Center / Customer Service
24/7 omnichannel customer service for consumer and enterprise audiences.
Inbound / Outbound Sales
End-to-end sales programs: qualification, appointment setting, closing.
Account Management
Dedicated reps managing retention, upsell, cross-sell, and QBRs.
Ready to deploy Quality Assurance?
Schedule a 30-minute working session with our solutioning team — bring your KPIs, leave with a delivery plan.