Quality assurance
Review service interactions against a consistent scorecard and give managers specific evidence for calibration, coaching, and policy follow-up.
1.
Define the scorecard
Agree the service standards, evidence required for each criterion, and interactions excluded from review.
4.
Follow through on coaching
Share reviewed findings with managers and track whether the same gaps continue to appear.
2.
Review the interaction
Assess eligible conversations against those criteria and attach the relevant passages to each finding.
3.
Calibrate the findings
Have reviewers check uncertain cases, resolve disagreements, and distinguish coaching needs from policy issues.
Evidence in, action out.
The operating problem
Manual sampling covers a small share of interactions and gives managers limited evidence about systemic coaching needs.
How the workflow runs
Review eligible interactions against explicit criteria, attach supporting evidence, and send uncertain findings through human calibration.
Evidence and inputs
Interaction transcripts, quality scorecards, policies, customer outcomes, and calibration examples.
Actions and handoffs
Score criteria, flag exceptions, prepare coaching notes, select calibration samples, and report recurring gaps.
Operating outcome
Broader quality coverage and coaching tied to observable behavior.
Controls for production
Human calibration, appeal workflows, sampling exclusions, privacy boundaries, and prohibition on unreviewed employment decisions.
Make quality reviews specific enough to use
Connect each finding to an observable interaction and a standard the team has agreed to follow.
Forge
Connects interactions, scorecards, reviews, and coaching.
Heimdall
Monitors quality trends, repeated gaps, and open reviews.
Mimir
Adds interaction context and policy evidence to each finding.
One intelligence layer from plan to delivery
16x
Faster time-to-insight
5
Fewer tools needed
80%
Avg. cost reduction
8 hrs
Saved per team per week
Keep quality review connected to service delivery
Bring interaction data from your service tools into existing review and coaching workflows, with access controls and reviewer sign-off preserved.
Turn AI potential into real business outcomes
Resources
Certified
Compliant
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