Quality Monitoring
Turn every interaction into an opportunity to improve.
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Overview
What Quality Monitoring does
Quality Monitoring gives quality teams a structured way to evaluate interactions, agree on what "good" means, and prove that coaching is working. Evaluation forms are built by your own quality analysts — sections, weighting, scoring scales and critical-failure rules are configured, not hard-coded.
Every evaluation carries its evidence, its reviewer, its timestamp and its outcome. Agents see their results, acknowledge them and can raise a dispute; supervisors see trends by team, campaign, skill and evaluator. The result is a quality programme that stands up to internal audit and to your clients.
- Custom evaluation forms
- Agent coaching workflows
- Quality analytics
Key Benefits
Why operations adopt it
One consistent standard
Weighted forms and critical-failure rules make every evaluator apply the same definition of quality, across sites and languages.
Coaching that closes the loop
Every low score can become a coaching session with an owner, a date, agreed actions and a follow-up evaluation that measures the change.
Calibration and fairness
Run calibration sessions on the same interaction, compare evaluator variance and correct drift before it becomes a dispute.
Evidence you can hand over
Audit trails, exportable scorecards and per-client reporting give BPOs and regulated operations the documentation they are asked for.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Evaluation form builder
Sections, weighted questions, scoring scales, non-applicable answers, automatic zero rules and required comments.
Critical failure rules
Flag compliance breaches that zero an evaluation regardless of the rest of the score, and report on them separately.
Evaluation workflow
Draft, review, publish, acknowledge and dispute — with role-based permissions at each step.
Agent portal
Agents review their own evaluations, comments and coaching history without a supervisor in the middle.
Coaching plans
Turn findings into assigned actions with owners, due dates, notes and a measurable follow-up.
Calibration sessions
Multiple evaluators score the same interaction; the system reports variance per question and per evaluator.
Sampling and assignment
Define how many interactions each agent, queue or campaign needs per period and distribute the workload across the team.
Quality analytics
Scores by agent, team, supervisor, campaign, form section and question, with period comparison and trend lines.
Interaction linking
Attach the call, recording reference, ticket or CRM record the evaluation is based on through the connector layer.
Use Cases
Where it is used
Regulated financial services
Score mandatory disclosures and verification scripts as critical items, and keep an auditable record of every review.
Multi-client BPO quality
Run a different evaluation form per client, keep data separated by tenant and export the scorecards each client expects.
New-hire ramp-up
Evaluate trainees more frequently during their first weeks and measure how quickly they reach the production standard.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Connector for AsterCDR interaction and call detail data.
Connector for Asterisk-based telephony environments — one of several supported platforms.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Authenticate users and synchronise directory attributes from an LDAP service.
Federated sign-in against your corporate identity provider.
Scheduled import and export of structured files for systems without an API.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
Related Products
Often deployed alongside
See Quality Monitoring in a working environment.
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