AI Quality Auditor
Review Every Call, Not Just a Handful.Call center QA software that scores calls on your scorecard and shows the quote.
A supervisor gets through a handful of calls a shift, and the one that turns into a complaint is rarely among them. You write the scorecard, set the weights and the pass mark, and choose which calls are read. Every review comes back with a verdict and the words it scored on.
- Your scorecard, your weights
- Critical items fail the call
- Quotes linked to the audio
How a call moves through it
- Your scorecardSections, checkpoints, weights and a pass mark
- Calls picked for reviewAll matching, random, a share, or every Nth
- Speakers split, call scoredAgent and customer audio kept apart
- Coach from the quoteClick a quote to hear that moment
QA on Every Call, Not Just the Loud Ones.
Score every matching call, or a sample you choose, so the one that becomes a complaint isn’t missed.
Every score comes with the sentence it was based on, and a click plays that moment.
Mark a checkpoint critical and one miss fails the review, whatever the total.
Section averages trend week by week, and repeat gaps are grouped for you.
QA That Runs Itself in Three Steps.
Write Your Scorecard
Sections like Compliance, Opening, Discovery and Closing, with scored, checklist, critical and open-ended checkpoints.
Choose Which Calls to Score
All matching calls or a sample, filtered how you like, on a schedule with a daily AI spend cap if you want one.
Coach from the Evidence
Each review has a verdict, a score and quotes you can click to hear the moment.
Four Ways to Pick Which Calls Get Scored.
Then narrow by campaign, queue, list, agent, outcome or call length.
Score all calls that fit your filters, so nothing is left unread.
A set number of calls for each agent every day, so everyone is reviewed evenly.
Score a percentage of the run to watch trends without scoring everything.
Score every fifth call, every tenth, or whatever gap you set.
Call Center QA Software That Reads More Than a Handful.
Call center QA software checks calls against a quality scorecard, so you know whether agents open properly, ask the right questions and say what must be said. Adoptiv’s AI Quality Auditor brings AI quality assurance to that job: it scores calls on your own QA scorecard and shows the words behind every score.
You write the scorecard. Sections such as Compliance, Opening, Discovery and Closing hold checkpoints of four kinds: scored out of ten, a yes, no or n/a checklist, critical pass or fail, and open-ended questions answered in plain words. Sections carry weights, you set the pass mark, and one critical miss fails the review whatever the total. Saving a change creates a new version, and past reviews stay tied to the one that scored them.
How many calls should QA review? More than a person can listen to. Automated call auditing can take every matching call, a few at random per agent per day, a share of the run or every Nth call. Agent and customer audio are split before scoring, so a talkative customer can’t drag down an agent’s score.
For call center quality monitoring over time, section averages trend week to week and open-ended answers are grouped into repeat gaps, which makes agent coaching specific. Reviewers get a QA reviewer role under your existing roles and permissions. It goes further than AI call analysis, which gives a transcript, sentiment and a suggested outcome but no scorecard.
A QA Scorecard, Applied the Same Way Every Time.
Your sections, checkpoints, weights and pass mark.
Scored 0 to 10, checklist, critical pass or fail, and open-ended.
One miss fails the review, whatever the weighted total.
All matching calls, random per agent, a percentage, or every Nth.
Click a quote in the coaching notes to hear that moment.
Agent and customer audio split, with talk-time share, interruptions and longest monologue.
Past reviews stay tied to the version that scored them.
Section averages week to week, and repeat gaps grouped together.
For Teams Where Every Call Counts.
Manual QA vs the AI Quality Auditor.
| What | A supervisor listening by hand | With Adoptiv |
|---|---|---|
| Calls reviewed | A supervisor listening by hand: The handful someone has time for | With Adoptiv: Every matching call, or a sample you set |
| Which calls | A supervisor listening by hand: Whichever got flagged or opened | With Adoptiv: All, random per agent, a share, or every Nth |
| Evidence | A supervisor listening by hand: Notes from memory | With Adoptiv: The quote behind each score, linked to the audio |
| Must-say items | A supervisor listening by hand: Easy to miss in a long call | With Adoptiv: Critical items fail the review on one miss |
| Scorecard changes | A supervisor listening by hand: Old scores mixed with new rules | With Adoptiv: Each review tied to the version that scored it |
AI Quality Auditor Questions, Answered.
What is call center QA software?
Software that reviews calls against a quality scorecard: did the agent open properly, ask the right questions, say what must be said. Adoptiv’s AI Quality Auditor scores calls on your scorecard and quotes the words behind each score.
Can I use my own scorecard?
Yes. You write the sections and checkpoints, weight each section and set the pass mark. Six starter sections are there before you write your own.
Which calls get reviewed?
You choose: every matching call, a number at random per agent per day, a share of the calls, or every Nth call. Narrow it by campaign, queue, list, agent, outcome or call length.
What happens if an agent misses a critical item?
The review fails, whatever the weighted total reached. Use critical items for things that must never be missed, such as a required disclosure.
How many calls should QA review?
As many as you can act on. A supervisor reaches a handful a shift; with automated scoring you can review every matching call, or a sample you choose.
What is a QA scorecard?
A list of what a good call includes, grouped into sections like opening, discovery and closing, with a score for each. Adoptiv lets you weight sections and mark items as critical.
Is this the same as AI call analysis?
No. Call analysis gives a transcript, sentiment and a suggested outcome. The QA auditor scores the call against your scorecard and explains each score.
Can I control AI spend on QA?
Yes. Scheduled reviews can carry a daily AI spend cap. The pricing page has current prices.
Who can see QA reviews?
People with the QA reviewer role, within the sharing rules you already use for records.
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