Call center quality assurance software is designed to monitor, evaluate, and improve agent interactions across different communication channels (like voice, text, or chat). It helps managers track performance, ensure compliance adherence, and identify coaching strategies through scorecards, speech analytics, and real-time monitoring.
With the right call center QA solution you can uncover trends, reduce repeat calls, and boost customer satisfaction. In this article, we’ll show you just how important it can be for your business, the benefits it brings, and some of the best call center quality assurance software options on the market today.
QA software provides the foundation for structured evaluations. It lets QA teams create custom scorecards, track performance over time, and enforce internal standards for your call center. This helps ensure every call, chat, or email is consistently reviewed, offering a clear view of how agent performance aligns with business goals and customer expectations.
Call recording tools capture and store voice conversations, providing the raw QA materials for reviews, training, dispute resolutions, and regulatory compliance audits. With searchable storage and secure access controls, companies can easily retrieve and evaluate specific calls to support unified coaching and documentation.
Speech analytics software automatically scans your recorded calls to detect keywords, phrases, emotions, and patterns. These are then used to uncover insights about customer sentiment, agent behavior, and process issues that may be missed in purely manual reviews.
Plus, management can use this data to:
Refine scripts
Improve training
Pinpoint trends
Workforce management (WFM) software supports forecasting, scheduling, and shift adherence tracking. While it’s not strictly a QA tool, it plays a key role in performance monitoring and agent productivity. WFM systems guarantee enough agents are scheduled at optimal times, reducing customer wait times and improving the overall customer experience.
With AI, you can automatically score up to 100% of interactions—compared to the contact center industry standard of 1 to 3% using a purely manual QA process. Powered by machine learning and natural language processing, AI call center quality assurance software can score calls, flag anomalies, and deliver actionable insights into customer interactions at scale.
This empowers QA managers to identify and respond to coaching opportunities faster than ever before, and get a full 360° overview of their QA process.
Real-time monitoring tools give supervisors live visibility into active calls, chat sessions, and agent desktops. They allow immediate intervention when needed and support quick feedback during high-risk interactions. These tools are especially valuable for maintaining consistent quality during peak periods or when onboarding new agents.
This software lets you monitor quality across various channels, such as:
Phone
Chat
SMS
Social media
It helps ensure consistent service quality across all customer touchpoints, giving you a complete overview of agent performance and customer satisfaction.
With an omnichannel contact center strategy, you can track how well agents adapt their communication across formats and identify agent performance gaps for each individual channel you support.
Every call center operates differently, so flexibility is key. Customizable scorecards let you design evaluation forms that reflect your specific goals and key metrics—whether it’s compliance, first call resolution rate (FCR), empathy, average handle time (AHT) or anything else. To make sure each review aligns with your goals, you could, for example:
Assign different weights
Create specific categories
Adjust scoring criteria
Today’s customers aren’t only reaching out over the phone, they’re on social media, using email, texting via SMS, and more. Intelligent call center quality management software allows you to monitor and evaluate contact center performance across all channels your customers use—from one unified platform.
With omnichannel QA, you get the full picture of how contact center agents engage with customers, no matter where the conversation starts or ends.
Manual evaluation limits how many interactions your teams can realistically review. Instead, you can automatically evaluate interactions through NLP and AI-powered QA.
With it, you can cover 100% of your interactions, giving you access to more insights into agent performance and customer behaviors, patterns, and high-risk interactions, so you can focus human attention where it’s needed most.
Advanced analytics tools transform raw interactions into actionable insights. Speech and text analytics identify:
Common customer concerns
Agent behavior patterns
Emerging service issues
And through sentiment analysis, keyword tracking, and silence detection, you get a deeper understanding of what’s happening across hundreds or thousands of interactions.
Consistency is critical for successful quality assurance. Using calibrations tools helps align your QA team around scoring standards by allowing multiple reviewers to score the same interaction and compare results. This builds trust in the QA process, reduces bias, and ensures agents receive fair, consistent feedback—no matter who reviews their calls.
QA is more than just finding issues, it also helps agents improve performance. Call center QA solutions with built-in coaching workflows let you assign feedback directly from evaluation forms, set long-term coaching goals, and track progress over time. Some platforms even allow you to link scorecard results to knowledge base articles.
Clear reporting is essential for making informed decisions. Most contact center quality management solutions offer dashboards, trend reports, and performance summaries that can be broken down by agent, team, topic, and more.
Customizable visualizations help you quickly identify problem areas, highlight wins, and present QA results to stakeholders in an easily digestible format.
Automating repetitive QA tasks saves time, improves consistency, and lets your team spend more time on meaningful tasks instead of getting bogged down by the details. When combined with AI-powered automation, tasks like evaluation, analysis, and scoring can all be completed much faster than by hand, allowing evaluators to review and coach faster and more effectively.
Your QA software should work well with the rest of your tech stack. Seamless integrations with your contact center platform, CRM, WFM tools, and helpdesk systems allows you to access the full customer journey from one place.
Call centers collect and generate massive amounts of data—data which must comply with local laws and regulations when created, used, or shared. Strong security features help you protect customer information and meet regulatory standards, for example:
Encrypted storage
Role-based access
Audit logs
PCI redaction
Does your call center QA solution tick all the boxes? You can use this table as a preliminary checklist when evaluating potential contact center QA vendors.
|
Feature |
Why It Matters |
|
Customizable Scorecards |
Tailor evaluations to specific KPIs, workflows, agent roles, and more. |
|
AI-Powered Auto Scoring |
Automatically score up to 100% of interactions to reduce manual QA workload. |
|
Integrated Coaching |
Give direct QA feedback and tie coaching to specific evaluation results. |
|
Reporting + Dashboards |
Monitor trends, agent performance, and QA outcomes for data-backed decision-making. |
|
Calibration Tools |
Maintain scoring consistency across different evaluators to build trust in the QA process. |
|
Omnichannel Support |
Ensure consistent QA coverage across calls, chat, email, SMS, social media, and more. |
|
Ease of Integration |
Connect QA with your CRM, helpdesk, WFM, and the rest of your tech stack. |
|
Security + Compliance |
Protect sensitive data and stay compliant with industry regulations like PCI, HIPAA, GDPR. |
QA software helps call center teams consistently deliver the kind of service that keeps customers coming back—77% of them rank it just as important as your products and prices. By tracking quality and spotting gaps in service, you can make targeted improvements that directly impact customer satisfaction.
With detailed evaluations and performance data, QA software makes coaching more focused and effective. You can quickly spot areas where agents need support and offer them feedback based on real interactions. Over time, this leads to:
Stronger call center skills
Higher agent confidence
Better overall performance
Automating QA tasks like scoring, scheduling consistent evaluations, and reporting reduces the manual work and saves your team precious time. Teams can review more interactions without needing more resources, resulting in better coverage, fewer errors, and long-term cost savings through streamlined processes.
QA tools help enforce compliance with industry regulations and internal policies. You can monitor script adherence, flag risky language, and maintain detailed records for audits. This protects your organization and builds trust with your customers by ensuring consistent, compliant service.
Dashboards and reporting tools make performance data visible and accessible. This transparency encourages accountability at every level, from agents to QA analysts to management. And when expectations are clear and results are tracked, teams are more engaged and focused on improving.
FCR is incredibly important to customers—52% rank it as the most important factor in the customer experience, with the second being wait times at 14%. QA software helps identify why issues aren’t resolved on the first call (and what can be done to improve this). With additional training and insights, agents can solve problems more efficiently, leading to:
Shorter call times
Higher FCR
Satisfied customers
As your contact center grows, your call center QA software needs to grow with it. Scalable platforms allow you to expand coverage, add new channels, and adjust workflows without disruption. This flexibility ensures your QA program stays effective, no matter how large your company grows.
A successful QA program depends on clear planning, the right processes, and team-wide engagement. It’s about building a system that consistently improves performance, customer satisfaction, and brings the best out of your agents.
So, how can you get the most from your call center QA software?
Start by defining what you want your QA program to achieve. Focus on measurable outcomes like customer satisfaction scores (CSAT), FCR, or AHT. Clear key performance indicators (KPIs) keep your team aligned and help you evaluate the effectiveness of your software over time.
Create a repeatable QA process with simple, actionable steps that are clearly laid out for your agents and evaluators. Design your scorecards so they reflect your business priorities and are accessible for your QA team. Effective scorecards balance objective metrics with space for qualitative feedback, helping teams understand both what went right and what needs work.
Not sure where to start with your scorecards? Check out our scorecard template to give you a foundation for success.
QA only works when everyone understands how it fits into their role. Train agents early on:
How evaluations are scored
How feedback is delivered
How performance is tracked
When agents know the system is fair and meant to support them, they’ll be more engaged and willing to improve.
Use reporting tools and analytics features to find trends across channels, teams, and time periods. Look beyond individual agent scores to spot recurring challenges, gaps in your process, and new coaching opportunities. Regularly reviewing this data helps your QA program adapt and grow with your call center.
Make feedback a normal, positive part of your team’s routine—not something that penalizes them for poor performance. QA should never feel like a checklist, it should lead to real conversations and ongoing learning. Pair evaluations with timely coaching sessions that highlight strengths and build on areas for improvement.
Consistency is key to a trustworthy QA program. Host calibrations sessions with reviewers to align how they interpret scorecard criteria and apply ratings. Use these meetings (alongside your calibration tools) to resolve scoring discrepancies, share insights, and reinforce QA standards across the team.
Leverage automation features like GenAI Auto Scoring and intelligent sampling. These tools reduce repetitive tasks and ensure fair, unbiased coverage across interactions. Automation also speeds up your agent feedback loop, allowing managers to act on insights faster.
Ideally, your call center QA software should be able to integrate with your existing CRM, helpdesk, and WFM tools for a more unified view of your contact center operations. Integrations reduce the need for manual data entry and offer deeper insights by tying QA results to customer history and agent scheduling data.
Call center quality assurance solutions aren’t made to set and forget. Periodically review how your QA software is performing against goals and KPIs. Get feedback from agents, analysts, and supervisors to see what’s working, what isn’t, and where you can improve.
Choosing the right contact center quality assurance solutions that fit your business is essential, as it can impact everything from agent performance, customer satisfaction and overall efficiency. With so many options available, it’s important to take a thoughtful approach and ensure they align with your goals.
Assess your business needs and budget. Start by understanding your current QA challenges and where you want to improve. Factor in team size, call volume, communication channels, and existing workflows, then set a budget that balances quality with scalability and long-term value.
Map out feature requirements. List out the essential features that can support the goals you’ve outlined, such as customizable scorecards, automated scoring using AI, or omnichannel support. Prioritize functionality that supports performance tracking, regulatory compliance requirements, and agent development.
Compare the top call center QA tools. Take a look at the top software options that meet your needs. Look at the key features on offer, support options, frequency of updates, and user experience, and focus on the ones that align with your goals.
Take advantage of trials and demos. Free trials and demos are essential for making sure the call center QA software is a good fit. Use them to explore the interface, test workflows, and involve your QA team in the feedback process to make sure it aligns with how your contact center actually operates.
Carry out an ROI analysis. Consider how call center quality assurance tools will impact efficiency, quality, and customer satisfaction. Estimate the savings you’d gain from automation, potential for reducing errors, and the possibility of faster feedback loops to ensure the ROI supports internal buy-in and long-term adoption.
Seek stakeholder buy-in. Get key stakeholders involved (team leads, IT, and other QA managers) early in the decision-making process. Their input ensures the software meets real needs across the organization.
Let’s take a closer look at the best call center quality assurance software in the marketplace today.
Disclaimer: You’re reading this on the Scorebuddy website so obviously we’re going to be a little biased in favor of our own solution—but we’ve done our best to offer a fair assessment of the leading QA tools so you can make up your own mind.
Scorebuddy is known for its flexible, easy-to-build scorecards and AI-powered QA that helps teams evaluate calls, perform deep analytics, automate the quality assurance process, boost employee performance, and improve overall call center performance.
The software includes personalized dashboards for agents, reporting tools, 100% GenAI Auto Scoring, real-time analytics, and trend tracking tools to highlight performance patterns and offer insights into call center performance.
Playvox combines QA with performance management, coaching, and workforce engagement features. They offer customizable scorecards, real-time insights, and agent feedback tools. The platform also supports integrations with most contact center and CRM systems.
Convin uses in-house LLM models to evaluate agent conversations and deliver insights for agent training and compliance. It automatically transcribes, scores, and analyzes calls, making it easier to track service quality and customer sentiment.
Talkdesk includes native QA features within its cloud-based contact center platform. Managers can monitor live calls, score agent interactions, and access AI-powered reporting. However, it does require you to sign up for the entire Talkdesk platform, not just their QA solution.
Balto focuses on real-time call guidance and in-the-moment quality improvement. It listens to live calls and provides on-screen prompts to help agents stay compliant and effective. You can also track how Balto’s guidance impacts performance over time, giving insights into long-term performance.
EvaluAgent offers a full suite of QA tools including evaluation workflows, coaching, and agent engagement features. It simplifies the process of delivering timely feedback to agents and running calibration sessions for users.
MaestroQA helps users standardize and streamline the QA process through detailed scorecards and transparent performance tracking. Its coaching tools link evaluations to training actions for a more structured development approach.
Observe.AI uses AI to analyze 100% of customer interactions across calls, emails, and chats. It detects keywords, tone, and compliance risks, offering a data-rich overview of agent performance.
Another AI-powered newcomer, Level AI brings real-time QA and coaching into the conversation with its intelligent assistant features. It offers speech analytics, sentiment detection, and smart alerts for in-call events.
Zendesk QA is built specifically for Zendesk users, offering in-platform quality management without switching tools. It supports evaluation forms, team calibration, and performance reporting. The tool fits neatly into existing Zendesk workflows for a seamless QA experience, but does require you to already be a part of the Zendesk ecosystem.
A relatively new contact center quality assurance software platform, Enthu.AI focuses on AI-driven conversation analysis and automated call scoring. It highlights coaching moments, keyword trends, and customer intent across interactions.
AmplifAI turns QA and performance data into personalized coaching programs for agents. It delivers AI-driven insights that help managers close skill gaps and boost team productivity. The platform also supports real-time feedback and performance tracking to drive long-term growth.
QA will always be an essential part of the call center. As expectations continue to grow, and interaction volumes increase, ensuring a great customer experience makes a significant difference to your bottom line.
And the numbers back the importance of QA—organizations that put the customer first could see a 700% ROI over the next 12 years. This means using QA to:
Continuously improve agent performance
Fine tune workflows for more efficient operations
Scale the evaluation process as your business grows
But, if you don’t know what to look for in a QA solution, or how to evaluate your business’s quality assurance needs, you’ll fall short of these aims
If you want to see what the best AI-powered call center QA software can do for you, try our interactive, self-paced demo—with faster QA workflows, 100% coverage, integrated business intelligence, and more.
