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.
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.
Get in touchQA 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.
interaction coverage (vs. 1–5% with manual QA alone)
AI scoring accuracy across voice and chat, all languages
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.
Trusted by global leaders
Why global brands trust us to protect their CX
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.
Pilot-validated before full deployment
AI scoring is validated against manual QA before full coverage is activated. Accuracy confirmed before scale, not assumed.
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.
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.
Security & compliance
PCI DSS
Simply Contact is PCI DSS certified, maintaining the highest level of security for all card transactions and protecting clients' sensitive data.
ISO 27001
An internationally recognised standard for managing information security, ensuring robust processes to safeguard sensitive information.
ISO 27701
The international standard for privacy information management (PIMS), with requirements mirroring GDPR compliance and protecting personal data.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and health tech industries.
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Frequently asked questions
It is the process of evaluating agent interactions, identifying performance and process gaps, and feeding findings into coaching and operational improvement.
- It is the process of evaluating agent interactions, identifying performance and process gaps, and feeding findings into coaching and operational improvement.
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.
– 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
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.
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.
Ready to see results like these?
Tell us about your support challenges and we'll put together a tailored proposal within 48 hours.
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