Meet Your New QA Manager (It Never Clocks Off)
June 23, 2026
QA Manager — smarter quality assurance, built into every call
Quality assurance in a contact centre has always been a resource problem. Humans can only review so many calls, score so many agents, and follow up so many training gaps before the workload outpaces the team.
Our QA Manager changes that equation — rather than taking samples, you’re now not only scoring every call but also gaining full visibility into every metric.
Build your QA framework your way
Start by creating your QA survey — a structured set of questions that reflects exactly what your organisation expects from every interaction.
Questions can be added manually or generated with AI assistance, then tagged and grouped into categories that matter to your business: compliance, customer experience, sales process, or any framework you define.
Each question carries its own score weighting and threshold, so your QA results reflect genuine performance rather than a flat checklist.
Flags that do the follow-up for you
This is where QA Manager earns its place. When an agent’s response triggers a concern…
- a compliance question left unasked
- a sensitive topic flagged
- a score falling below threshold
…the system doesn’t just note it. It generates a call flag and, where relevant, a training flag.
Supervisors see both in context. If an agent repeatedly misses a required question, that pattern appears in the flags before it becomes a problem. Training follow-up stops being reactive and starts being evidence-based.
AI scoring, or your own criteria
AI can be applied to analyse agent interactions against your QA questions, assessing tone, completeness, and context rather than just ticking boxes. Or you can analyse and rate your agents using a human supervisor. Most teams use both: AI for volume coverage and manual review for interactions that need a closer look.
Either way, results are directly in the agent’s interaction history, and supervisors see everything in a dedicated dashboard QA management portal that shows scores and trends for the team or individual agents.
QA Manager Supervisor Dashboard
QA that scales with your team
Whether you’re running a team of ten or a multi-site contact centre, QA Manager gives supervisors a consistent, structured view of agent performance, without the hours of manual call review that consistency used to require.
If you’d like to see how QA Manager fits into your current quality assurance process, we’ll be delighted to walk you through it.