Features
Score every call. Run the QA floor with control.
Call QA assists manual QA and compliance with campaign checklists, round-robin assignment, manager reporting, and secure access — not generic soft-skills metrics. See the Compliance page for TCPA, DNC, and list lookups.
01
Transcription & speaker separation
GPU-accelerated speech-to-text with automatic Agent/Customer diarization. Warm-transfer handoffs to a second (“closer”) agent are labeled explicitly so scoring doesn’t confuse company script with customer speech.
02
Campaign checklist scoring
Configure free-text QA criteria per campaign — opening disclosures, qualification questions, script adherence, banking verification, and more. Each criterion gets a 0–10 score with a cited evidence quote.
03
Zero-tolerance compliance & TCPA red flags
A separate rule list from QA scoring: DNC / stop-contact language, required disclosures, forbidden phrases, disqualifying statements, profanity — anything specific to your script and compliance program (including TCPA-related call behaviors you define). Any observed violation forces the call score to zero.
04
DNC / TCPA / blacklist number lookups
Check phone numbers against compliance list APIs — including DNCScrub, Blacklist Alliance, TCPA Litigator List, and related federal/state DNC and litigator sources your org enables. Hits surface in review and exports so QA and compliance see scrub status alongside the call.
05
Custom datasets portal & API
Upload your own suppression, DNC, do-not-sell, or client block lists to a separate datasets portal. Call QA consumes that portal’s API the same way it queries third-party scrubs — your private data, your rules, wired into scoring and review.
06
Evidence-linked review
Click any score or flag to jump to the exact moment in the transcript and recording. Accept or reject each call with a comment. Human judgment is tracked separately from the automated score.
07
Round-robin assignment by campaign
When leads land in a campaign, Call QA auto-assigns them to QA agents via round robin so work is distributed evenly. Managers can reassign or change ownership anytime — bulk or one-by-one — when coverage, skill, or priority shifts.
08
Manager visibility & QA performance reports
Managers track QA agent progress and performance: reviews completed, accept/reject rates, pending backlog, and which reviewers are performing well or need coaching on quality. Built for floor leadership — not just individual queues.
09
RBAC & email 2FA
Role-based access for admins, QA managers, and QA agents — agents see only their assigned leads. Optional email one-time-passcode 2FA on login for accounts with an email on file.
10
CSV / Excel-ready export
Download the filtered lead set as CSV (opens cleanly in Excel) with AI QA scores and notes, human accept/reject status, QA agent comments, assignment, and campaign context — ready for clients, coaching, or compliance packets.
11
Batch workflow at dialer scale
Upload thousands of calls at once. Track per-batch progress — done, in progress, errored, average score, start→end time. Server-side filtering and pagination keep Leads and Batches fast as history grows.
12
Autoscaled GPU processing
Processing capacity scales up with backlog and back down when idle, so large end-of-day uploads don’t sit in a queue and idle capacity doesn’t run overnight cost.
13
Dialer, CRM & list connectors
Pull recordings from your source systems, push QA results back, and wire compliance list lookups (vendor APIs or your custom datasets portal) — without replacing your telephony stack.
What’s included
| Area | Capability |
|---|---|
| Transcription | GPU speech-to-text, automatic Agent/Customer diarization |
| QA scoring | Configurable per-campaign checklist, evidence-linked scores |
| Compliance | Zero-tolerance red flags (DNC/stop-contact, disclosures, forbidden phrases) — assists TCPA-related monitoring you define |
| Number lookups | DNCScrub, Blacklist Alliance, TCPA Litigator List, federal/state DNC sources via API — plus your custom datasets portal |
| Assignment | Campaign round-robin to QA agents; managers reassign anytime |
| QA reporting | Agent progress, accept/reject rates, quality performance views for managers |
| Review workflow | Accept/reject + comment, batch tracking, CSV / Excel-ready export (AI QA + agent notes) |
| Security | RBAC (admin / manager / agent), optional email OTP 2FA |
| Scale | Autoscaled GPU worker fleet, server-side filtering at any data volume |
Configure Call QA for your campaigns
We’ll map your scripts, compliance list APIs, datasets portal checks, and red-flag list — then process a pilot batch with your QA managers.