Manual QA reviews a few calls per agent per month and hopes they are representative. Auto QA applies your scorecard to every conversation, AI and human, the day it happens. Your QA leads spend their time on disputes, calibration and coaching instead of listening to recordings.
| Criterion | Result | Weight |
|---|---|---|
| Recording disclosed at open | ✓ pass | |
| Identity verified before balance shared | auto-fail | |
| Payoff amount stated correctly | ✓ pass | |
| Offered autopay enrollment | ✓ pass |
Two human reviewers rarely score the same call the same way. Auto QA does, and every result links back to the moment in the call that earned it.
Criteria, weights and auto-fail rules come from your QA team and are versioned. Why it matters: you measure what your business and your regulator care about.
100% of calls scored, not a sample. Why it matters: one bad call in a thousand is found, not missed.
VoiceAI and your people are scored on the same criteria. Why it matters: automation earns trust with evidence, not promises.
Each pass or fail points to the transcript line behind it. Why it matters: agents accept feedback they can hear for themselves.
Required disclosures, identity checks and debt collection rules such as Regulation F. Why it matters: misses are caught the same day, while they can still be put right.
Low scores open a coaching item with the call attached. Why it matters: feedback reaches the agent this week, not next quarter.
An automated score that nobody can challenge will not survive a floor meeting. Agents can dispute any result, a named QA lead decides it and calibration sessions compare machine and human scores so the scorecard keeps improving.
| Call | Auto QA vs lead | Agreement |
|---|---|---|
| #81503 · loan servicing | 71 vs 70 | |
| #81517 · payoff request | 88 vs 90 | |
| #81522 · hardship enquiry | 62 vs 78 | |
| #81540 · autopay setup | 95 vs 95 |
Scores sit on the same tamper-evident audit chain as every other action on Spine, next to the Compliance Center that maps controls across 15 frameworks.
Every call is checked for the statements your rules require, so exposure is known rather than estimated.
Agents are judged on all of their calls, not the three that happened to be picked.
Your QA team moves from listening to deciding: disputes, calibration and coaching.
We will set up your criteria, score a simulated call from your queue and walk through a dispute from start to finish.