Qualtrics Quality Management is a cloud-based solution that automates quality assurance in contact centers by leveraging AI to score 100% of customer interactions across all channels in real time. The platform uses patent-pending Intelligent Scoring to objectively evaluate key service attributes, integrates with analytics for deep insights, and provides tailored coaching recommendations to agents and managers. This approach eliminates manual sampling, increases transparency, and supports continuous improvement in agent performance and customer experience.

Key Features

Automated, Real-Time Scoring AI evaluates every customer interaction across all channels instantly.

• Scores calls, chats, emails, social, and more in over 20 languages.
• Removes the need for manual sampling or listening.

Intelligent, Objective Scoring Customizable AI-driven scorecards tailored to business needs.

• Measures attributes like problem resolution, friendliness, compliance, and empathy.
• Ensures transparent, unbiased evaluation.

Integrated Coaching and Dashboards Personalized insights and recommendations for agents and managers.

• Curates coaching moments and exemplary calls.
• Dashboards for tracking performance and compliance.

Workflow Automation and Compliance Monitoring Automates alerts, escalations, and compliance checks.

• Notifies teams of violations or negative interactions.
• Supports regulated industries with audit-ready reporting.

Agent Empowerment and Transparency Agents can review, filter, and contest their evaluations.

• Promotes self-coaching and continuous improvement.
• Fosters a culture of fairness and accountability.

Benefits

Improved Service Quality and Consistency Ensures every interaction is evaluated and improved.

• Identifies and addresses issues quickly.
• Drives higher customer satisfaction and loyalty.

Operational Efficiency and Cost Reduction Reduces manual QA effort and increases coverage.

• Automates repetitive tasks, saving time and resources.
• Enables scalable quality management for large teams.

Enhanced Agent Engagement and Retention Supports agent growth and recognition.

• Provides actionable feedback and coaching.
• Highlights excellent performance for broader recognition.