QA
Every interaction scored
Your scorecard, applied the same way every time, with the rule and passage attached.
End to end
With your team, on your own interactions. We build the scorecard together and run it live. It shows up when the tools get out of the way and let people think.
[01 / THE PROBLEM]
The same interaction, two reviewers, two different scores.
Every reviewer reads the scorecard a little differently. Weights are settled by habit, sections nobody has opened since 2023 still carry points, and the score that reaches the agent rarely says which words earned it.
[02 / FORMAT]
Not a demo. A working session on your material.
You bring a scorecard and a set of interactions you are allowed to share. We load them, turn each item into a rule, and score them in the room while your reviewers argue about the ones that matter.
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01 · SCORECARD
Your form goes in as it stands · weights, auto-fails, the sections nobody has opened since 2023. Templates aligned to COPC standards are available if you want a starting point, and if you have no form at all we build one with you from your own drivers, not as a replacement.
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02 · RULES
Each item becomes a rule that has to quote the interaction. A score with no passage attached is not written.
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03 · RUN
Voice, chat, email and social through the same pipeline. You watch items resolve and open the passage behind each one.
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04 · COMPARE
Reviewers score a slice blind. The variance between them becomes a number on the screen, not only an argument in the room.
Length and format depend on how many channels you run and how mature the scorecard is. We agree that on the call before anything is scheduled.
[03 / MODULES]
QA is where we start. The other seven modules read the same log.
The eight analysis modules share one interaction record. A failed item points at a cause, a reason for the contact, a knowledge gap, or an indicator your contract names. The conversation is not read in again.
RCA · TCD
Why it failed · which work fails most
Root cause and top call drivers sit on the same record as the score.
KB · KPI
Whether the answer existed · what it costs
Quality feeds the indicators your contract already names.
CHAIN
Five records per score
Input, rule, model, signature, export. Written every time, checkable later.
The session shows how a score moves through the chain, not only how it is produced. That is the part most vendor demos skip.
[04 / BOOK]
Book this session.Bring one scorecard.
If you have not mapped the current sample yet, start with the Making quality visible workshop. If you already know the gap, this is the next step.
quality visible.