Customer Care agents · Quality Coach

Score every interaction.
Coach every rep.

Quality Coach reviews calls, chats, and SMS against your rubric—surfacing coaching tips, dispositions, and team-wide quality trends without adding QA headcount.

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Quality Coach

Scoring · inbound calls

Workspace

Call review · Discovery audit · 6m 18s

Alex T. · Rep

Connecting…

Input

Caller: "I mostly need liability coverage — what would that run for a small business?

Captured: Score 88/100 · Theme: next-step booking · Tip sent

Capabilities

QA that scales with your team.

Automated scoring and coaching across every customer touchpoint.

Score every channel

Calls, web chat, and SMS reviewed against your quality standards.

Deliver coaching tips

Actionable feedback sent to reps after each interaction.

Auto-disposition outcomes

Tag results and next steps from conversations automatically.

Run QA campaigns

Audit interactions by channel, team, or time period.

Track rep performance

Scores, trends, and improvement by team member over time.

Surface coaching themes

Discovery, objection handling, and booking patterns at a glance.

Features

Features & capabilities

Everything you need to raise front-line quality across your team.

Interaction Scoring

Rate calls, chats, and SMS against configurable quality rubrics.

Coaching Tips

Deliver targeted feedback to reps after each scored interaction.

Call Disposition

Auto-tag outcomes, follow-ups, and escalation paths.

Campaign Audits

Run QA programs across channels, teams, and date ranges.

Rep Performance

Track individual scores, trends, and coaching progress.

Theme Analysis

Surface patterns in discovery, objections, and next-step booking.

Manager Dashboard

Review flagged interactions and team-wide quality KPIs.

Multi-channel Coverage

Calls, web chat, and SMS in one coaching workspace.

How it works

Live in a day.

Connect your channels, set your rubric, and start scoring interactions automatically.

Define your rubric

Set scoring criteria for discovery, objections, booking, and compliance.

Connect interactions

Quality Coach ingests calls, chats, and SMS from your front line.

Coach & improve

Reps get tips, managers get dashboards, and quality compounds.

Coaching at admissions scale

How an MBA program deployed Quality Coach across counselor calls in peak season.

“We automated QA on over a thousand counselor calls while delivering coaching tips to the team. Quality Coach dispositioned every interaction and helped us enter peak season with every funnel layer already working.”

Admissions Leadership Team

MBA Institution, India

Raise quality without more QA staff

Score interactions, coach reps, and track improvement across every channel.