FAQ
Straight answers for QA and compliance buyers
Call QA assists reviewers and compliance teams — it does not replace them. Here’s how scoring, TCPA-related monitoring, red flags, evidence, and the flagged-call workflow fit together.
Does Call QA replace human QA reviewers?
No — it assists them. Call QA scores every call and surfaces red flags with evidence so your team listens to flagged and exception calls instead of grinding through a random sample from scratch. Humans still accept or reject; that judgment stays in the audit trail, separate from the model score.
So reviewers only listen to flagged calls?
That’s the intended workflow. Every call is scored; QA filters to red flags, low scores, or campaigns they care about, jumps to the exact transcript moment, and confirms or overrides. Clean calls don’t need a full listen — flagged ones get human attention faster.
Can Call QA help with TCPA and compliance monitoring?
Yes — as a monitoring assist for the call behaviors your compliance team defines, plus phone-number lookups against compliance list APIs (such as DNCScrub, Blacklist Alliance, and TCPA Litigator List) and your own uploaded datasets. Configure DNC / stop-contact language, required disclosures, and forbidden phrases as red flags or checklist criteria. See the Compliance page for the full overview. Call QA does not replace legal counsel or certify that your operation is TCPA-compliant.
Can we check numbers against DNC, TCPA litigator, or blacklist lists?
Yes. Call QA integrates with compliance list APIs — including DNCScrub, Blacklist Alliance, TCPA Litigator List, and related federal/state DNC sources — and with a custom datasets portal where you upload your own suppression or block lists. Results attach to the lead for QA review and CSV/Excel export. Details are on the Compliance page.
Can we use our own DNC or suppression lists?
Yes. Upload your datasets to the separate custom-datasets portal; Call QA consumes that portal’s API to check numbers the same way it queries third-party scrub APIs. Client do-not-call, do-not-sell, and internal block lists stay under your control. See Compliance → Custom datasets.
Is scoring against our checklist or a generic scorecard?
Yours. Each campaign carries a free-text QA checklist and a separate zero-tolerance red-flag list. Opening disclosures, health disqualifiers, DNC handling, solar appointment language, forbidden phrases — whatever your script and compliance team require.
How do we know a score is defensible?
Every criterion and flag cites the exact transcript line it is based on. Clicking it jumps to that moment in the recording. Reviewers can accept or reject with a comment so your judgment is always visible alongside the automated score.
What happens when a compliance red flag is found?
Red flags are zero-tolerance and separate from the QA checklist. Any observed violation forces that call’s score to zero — independent of how well the rest of the call went — so hard compliance failures cannot be averaged away.
Which campaigns and verticals does it support?
Call QA is configured per campaign. Common floors include final expense, Medicare and insurance telesales, solar outbound / appointment setting, debt relief, and other regulated outbound call centers. If you have a script and a compliance list, we can map them in a pilot.
Can it handle warm transfers and closer agents?
Yes. Speaker separation labels Agent and Customer, including handoffs to a second (“closer”) agent. Scoring is instructed to recognize company script language (for example a licensed-agent introduction after transfer) so mislabeled lines do not create false violations.
How are leads assigned to QA agents?
By campaign, Call QA auto-assigns new leads to QA agents via round robin so work is distributed evenly. Managers and admins can reassign or clear assignment anytime — including bulk changes from the Leads view.
Can managers see QA agent performance?
Yes. QA Reports show reviews completed, accept/reject rates, pending backlog, and per-agent progress so managers can see who is performing well on quality and who may need coaching.
What security controls are included?
Role-based access control (RBAC) for admins, QA managers, and QA agents — agents only see leads assigned to them. Optional email one-time-passcode 2FA can be required on login for accounts with an email address.
Can we export results for clients or auditors?
Yes. Download the filtered lead set as CSV (Excel-ready) including AI QA evaluation notes, human accept/reject status, QA agent comments, assignment, and campaign context.
How is Call QA priced?
Public plans are per scored minute of audio: Starter at $0.12, Growth at $0.08, and Scale at $0.05. See the pricing page for what’s included. Volume commitments and custom terms are available on Scale — start with a pilot to estimate your monthly minutes.
How do we get started — self-serve signup or pilot?
Call QA is deployed per organization and configured to your campaigns. Start with a pilot on your own recordings: we map your checklist and red flags, process a batch, and review results with your QA leads. Book a pilot to begin.
Where does our call data live?
Deployments are configured per organization. Recordings and transcripts are processed in the environment set up for that customer — not collected by this public marketing site. Ask during the pilot for the deployment model that fits your compliance requirements.
How is this different from soft-skills or sentiment QA tools?
Those tools optimize for tone, coaching tips, and multilingual CS metrics. Call QA is built for regulated call centers: campaign script adherence, required disclosures, TCPA-related DNC monitoring you configure, and zero-tolerance compliance flags with evidence — for final expense, Medicare, solar, and similar floors.
Still have questions?
Book a pilot and we’ll walk through your campaign checklist, red-flag list, and a real batch of recordings with your QA leads.