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Contact Center Quality Assurance Services: №2

Contact Center Quality Assurance Services

Sometimes, a bad call isn't just a bad call. It can be the symptom of a gap that your current QA process misses. We run complete contact center quality assurance that surfaces those signals and helps act on them immediately.

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Manual and AI-powered contact center QA
Expand QA coverage
Detect violations and fraud

When it’s time to upgrade your contact center quality assurance

  • CSAT is declining while QA scores remain stable
  • You have no visibility into performance trends across the full operation
  • Escalations keep reaching senior management despite acceptable-looking metrics

  • You're scaling volume faster than your QA team can cover
  • You want to implement AI-assisted quality assurance but don't know where to start
  • You need an independent assessment of your existing support team or provider

Our dedicated call center QA services

AI-assisted QA

Applying AI that evaluates voice and chat interactions against your custom scorecard across all languages in real time. Every implementation starts with a pilot to validate accuracy before full deployment.

Manual quality monitoring

Structured evaluations of agent interactions: scoring against defined criteria, identifying performance patterns, producing targeted coaching recommendations.

Independent quality assessment

An outside evaluation of contact center operations, both in-house or with an existing provider. We assess agent performance, process integrity, escalation patterns, and compliance exposure, and deliver structured improvement recommendations.

Customer satisfaction analysis

Tracking and analyzing CSAT and quality scores to identify the specific drivers behind customer satisfaction or dissatisfaction.

Complaint analysis and root cause identification

Analyzing complaint volumes, escalation patterns, and failure modes to identify the systemic causes behind recurring issues.

Process improvement consulting

Translating quality findings into concrete recommendations for effective call center quality management on the client side.

Stop letting critical operational blind spots go unnoticed

Don't wait for declining metrics or compliance violations to tell you your QA process isn't working. Book a consultation today.

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QA performance, by the numbers

AI-assisted call center quality assurance services deliver full interaction coverage without proportional headcount growth. Manual and AI evaluation run together: one for depth, one for scale.

  • up to 100%

    interaction coverage (vs. 1–5% with manual QA alone)

  • 90%+

    AI scoring accuracy across voice and chat, all languages

  • 30%+

    reduction in QA review time

How it works: from interaction to improvement

Interaction capture

All voice and chat interactions are ingested automatically. No manual sampling, no missed volume.

Evaluation

QA specialists review interactions against defined criteria. Where AI scoring is configured, an LLM evaluates every conversation against your custom scorecard in real time. Both run together; neither replaces the other.

BI dashboard

Scores, trends, and anomalies surface in a live analytics dashboard with agent-level and team-level views, root cause analysis, and CX trend tracking.

Coaching & improvement

Targeted feedback workflows are assigned to agents and team leads. QA specialists focus on development and process improvement, not administrative scoring.

We are trusted by

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Why global brands trust us to protect their CX

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    Manual and AI QA working together

    In our call center quality management model, AI provides full coverage and speed; QA specialists provide depth, calibration, and coaching. The combination is what makes findings operationally useful.

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    Pilot-validated before full deployment

    AI scoring is validated against manual QA before full coverage is activated. Accuracy confirmed before scale, not assumed.

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    Independent view, operational depth

    Our quality monitoring call center engagements are designed to surface what internal teams miss: systemic failure patterns, process gaps, and compliance exposure that don't show up in sampled reviews.

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    Built for complex, regulated environments

    Our quality assurance contact center methodology is designed for industries where accuracy and compliance carry real risk: healthcare, fintech, aviation, and other verticals where a missed interaction is a liability.

Award-winning excellence

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Testimonials
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We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka
Head of Customer Experience
Contact Center Quality Assurance Services: №18

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina
Customer Experience Specialist
Contact Center Quality Assurance Services: №19

Thanks to Simply Contact’s work, they managed to significantly increase the Net Promoter Score and show incredible performance on our customer retention project. They established an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong
SVP People & Culture, Travel Tech Company
Contact Center Quality Assurance Services: №20

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina
Head of Client Marketing
Contact Center Quality Assurance Services: №21

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction.
The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues.
There’s always something that could be better, but now we’re very happy with the support we’re getting.

Stacey Warder
Head of Support, Ditto Music

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    FAQ

    What is contact center quality assurance?

    It is the process of evaluating agent interactions, identifying performance and process gaps, and feeding findings into coaching and operational improvement.

    What's the difference between manual and AI-assisted call center quality monitoring?

    Manual contact center quality assurance services review a sample—typically 1–5% of total volume—and provides qualitative feedback. AI-assisted monitoring evaluates up to 100% of interactions in real time, enabling trend detection at scale. The two work best together: AI for coverage and speed, human QA for depth and calibration.

    What are call center quality monitoring best practices?

    - Evaluate interactions against criteria that reflect both compliance requirements and customer experience standards
    - Close the loop between QA findings and agent coaching quickly
    - Look for team-wide patterns, not just individual performance issues
    - Treat quality data as operational intelligence, not a periodic report
    - Combine AI scoring for coverage with human QA for depth and calibration

    Do you provide contact center QA for teams not outsourcing to Simply Contact?

    Yes. Our call center QA services are available both within Simply Contact outsourcing engagements and as independent assessments of in-house or externally-managed operations.

    Is AI-assisted QA available for all engagements?

    AI-assisted call center quality monitoring is configured where the client's volume and operational setup make it the right choice. Every implementation starts with a pilot to validate accuracy before full coverage is activated.
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