Auditor de Calidad
Scores 100% of finished calls against multidimensional quality frameworks with timestamped evidence, runs a blind second pass on any critical finding, surfaces top and bottom performers and quality trends by team, and never suggests a consequence for the advisor.
THE CONTEXT
A QA sample only ever sees a sliver of the calls
A QA analyst listens to full calls to fill out a rubric, which caps coverage at a small fraction of the calls taken. The sample is not truly random either — it skews toward long calls, flagged advisors, and whatever time allows. The advisor experiences the audit as a lottery, disputes it from memory against the analyst’s memory, and a supervisor coaches on three calls from last month while the account’s own client audits separately and finds what the sample missed.
THE SOLUTION
Every call scored, every finding backed by a timestamp
The agent transcribes and scores every finished call against the account's multidimensional quality framework, covering CSAT drivers, process adherence and compliance, anchoring each finding to a fragment and a timestamp instead of an impression. A critical finding always gets an independent second pass before it is confirmed, a disputed score freezes instead of being defended, and the agent never proposes a consequence for the advisor, only the evidence a human needs to decide. Trends by agent, team, campaign and period surface automatically, so a coach spends time on the pattern instead of hunting for it.
KEY CAPABILITIES
A system built to find evidence, not to sentence anyone
No evidence, no finding
Every criterion is scored anchored to a fragment and a timestamp; without anchorable evidence, it stays 'not evaluable' — never guessed for or against the advisor.
Confirms a critical failure twice before it counts
A severity-1 finding needs an independent second pass blind to the first; a mismatch downgrades to a suspicion routed to a human, never an immediate alert.
Freezes a disputed score instead of defending it
A disputed criterion is excluded from every aggregate until a human QA resolves it, with the agent's evidence and the advisor's case shown side by side.
Masks sensitive data before anything else happens
Payment and personal details are masked before any analysis is stored, with a flag raised if policy required a pause that never happened.
Before / After
Quality review stops depending on which handful of calls someone had time to hear.
Every finished call is transcribed, scored and filed with evidence
A disputed score freezes and routes to a human with both sides attached
A confirmed critical finding reaches a supervisor with a direct link to the moment
FAQs
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