QA for AI handling calls at volume.
When an AI fields thousands of contacts, a small failure rate is a large number of broken interactions. We run an ongoing QA program — sampling real scenarios across the volume — to catch accuracy drift, script gaps, and resolution failures before they compound.
Quality, held steady at scale.
Accuracy at volume
Whether correctness holds up across high call volume, not just on a good sample.
Script adherence
Whether the agent follows your own required scripts, disclosures, and rules.
Resolution quality
Whether contacts are resolved completely, not deflected or half-answered.
Escalation handling
Whether the agent routes to a human at the right threshold, consistently.
Experience consistency
Whether quality stays even across shifts, peaks, and edge cases.
Drift detection
Whether performance degrades over time or after a model or prompt change.
Scored on the Contact Center rubric.
Five weighted dimensions, scored 1.0 to 5.0. This is the rubric for contact-center QA — labeled to this service, not a universal scorecard.
| Dimension | Weight |
|---|---|
| Accuracy | 25% |
| Customer Experience | 20% |
| Policy & Script Adherence | 20% |
| Resolution Quality | 20% |
| Escalation Handling | 15% |
Policy & Script Adherence measures whether the agent follows your own defined rules, scripts, and disclosures — not regulatory compliance.
Where the QA program looks.
Contact volume across a week, with the interactions pulled for human QA review outlined. Coverage is spread across peaks and off-hours, not just the easy windows. Illustrative — not a client result.
What a result looks like.
Findings from a single engagement, scored on the Contact Center rubric. Illustrative — not a client result.
Weighted overall: 3.4 / 5 — Acceptable.
Keep quality steady at scale.
An ongoing QA program that catches drift, script gaps, and resolution failures across your volume.