Every Call Scored. Every Score Evidenced.
Call-quality assurance as a service: your own scorecard applied to 100% of your calls, with the rule and the words from the call behind every verdict. Manual QA hears a handful of hand-picked calls — AI Sentinel hears them all, the day they happen.
How much of your floor does QA actually hear?
Fifty calls hit your floor. Here’s how many each approach listens to.
Manual QA today
1 of 50 calls0%
A handful of hand-picked calls — the rest invisible.
AI Sentinel
Every call0%
Every call scored — the day it happens.
Sampling by luck
The calls that matter most are the ones nobody happened to pull.
Coaching weeks late
By the time a miss is found, the habit has had a month to set.
Scores without evidence
A number with no rule or quote behind it starts an argument, not a fix.
Full-coverage QA, run for you
Your scorecard on every call, evidence behind every verdict, coaching on autopilot — and your QA team keeps the final word.
Your Scorecard, Encoded
Your sections, your weights, your wording
AI Sentinel doesn’t grade against our template. We encode your scoring guidelines exactly — every section, weight, and deduction — and calibrate with your QA lead until the grader matches your standard.
- Your sections, weights, and exact wording
- Deductions and zero-tolerance red lines
- Calibration rounds with your QA lead
Every Verdict Evidenced
Rule · quote · timer
Every pass and fail carries its proof: the scorecard rule it was graded against and the timestamped words from the call. Response times, holds, and dead air are measured by code — stopwatch facts, not model opinions.
- The scorecard rule behind every score
- Timestamped quotes from the call
- Hold, dead-air, and response timers
Zero-Tolerance Red Lines
The calls you can’t afford to miss
Unverified account disclosures, berating a caller, advice outside remit — your red lines zero the call the moment they fire and raise a same-day flag, queued for human review. Sampling finds these quarterly, maybe. Sentinel finds them the day they happen.
- Any red line zeroes the call
- Flagged the same day
- Queued for human review
Your Team’s Final Word
Audit any call, override any item
Your QA team can audit any call and override any item — with a reason, fully logged. Your number is final, and every override feeds straight back into calibration, so the grading gets more accurate every month.
- Override any item, reason required
- Every override logged, AI history kept
- Overrides train the grader
Coaching on Autopilot
Every agent gets a scorecard — no logins
Each month, every agent gets a personal scorecard by email: their average, their standing, their focus area ranked by points lost — with the exact rule they’re missing. Managers get the roll-up. Every send is controlled and logged.
- Monthly agent scorecards, straight to the inbox
- Focus areas ranked by points lost
- Manager roll-ups included
The Morning View for Ops
Reporting your leads can act on
Calls scored, average score, clean-call rate, zero-tolerance count — plus a needs-attention list of agents trending down and the top coaching opportunities team-wide. Each number links to the exact calls and quotes behind it.
- Per-agent profiles with trend lines
- Needs-attention worklist
- Month-over-month drivers and CSV export
From Recording to Coaching in Four Steps
A recording goes in. A scored, evidenced, coachable call comes out — the day it happens.
Connect Your Sources
Telephony, helpdesk, or cloud storage — wherever your recordings live. Connecting them is part of the one-time setup.
Transcribe & Measure
Speaker-separated transcripts with timers measured by code — first response, queue wait, holds, and dead air.
Score Against Your Scorecard
Every call graded the day it happens, with the rule and the quote behind each pass and fail. Red lines flag the same day.
Coach & Report
Agents get monthly scorecards by email, ops leads get the morning view — and your QA team can override anything, with every change logged.
Two lenses. The right one per KPI.
Some rules are about the whole call. Some break the first time. Grading them the same way is how QA loses the floor’s trust.
Pattern assessment
Judged on the whole call — the spirit of the rule, not one slip.
Empathy · across one call
✓[00:16]“I’m sorry about that — let’s get it fixed.”
✓[02:41]“I understand, twice in a month is frustrating.”
−[04:55]one worry passes unacknowledged
✓[06:20]“You’re all set — I made sure it’s resolved.”
Single occurrence
Some rules break the first time. One strike is enough.
Verification · one moment
[04:12]agent: Sure — the card on file ends 4412.
Scorecard § Verification — “Never state account details before the ID check.”
Each KPI gets the right lens — set with you in calibration. That’s what makes the reports worth acting on.
Every point, accounted for
This is what an encoded scorecard looks like, line by line — every item with its weight and its one-line rule. Yours is built to your spec during setup.
Branding + name + welcome + offer to help. Speed is measured by code, not judged.
Negative emotion acknowledged and reassured.
Reason + permission or estimate + thanks, on every hold.
No repeats, talk-overs, or unexplained silence.
At least one genuine human touch.
Professional audio, judged on behavioral evidence only.
Further-help offer + thanks + branded close.
Identity verified before any account data flows.
Diagnosed the real issue — cancellation reasons always probed.
No factually incorrect assertion or wrong process step.
The caller doesn’t leave still believing something wrong.
Caller leaves knowing the outcome and owners.
Relevant self-service options offered when natural.
Reflected the issue back and stated a plan.
Offered once, with permission.
- Failure to escalate
- Closed without confirming resolution
- Cancellation with zero save attempt
- No attempt before supervisor transfer
- Abuse handled without the warning ladder
- Promised a ticket, then abandoned it
- Account data disclosed without verification
- Out-of-remit advice — legal, tax, medical
- Berating / sustained rudeness
- Agent profanity
- Discriminatory remarks
- Disparaging a person or business
- Hung up on a held customer
- “Not my job” — ended with no path forward
Is every criterion still earning its keep?
Every quarter, each criterion is checked against the evidence: how often it applies, how often it fails, whether its fails come from timers or judgment, and how often your QA auditors flip it.
- everyone fails — the standard may be unrealistic, or it’s a team-wide campaign
- not discriminating — almost nobody fails it; a retire candidate
- contested — auditors keep flipping it; the wording gets recalibrated
Your rubric evolves on evidence, not opinion.
| Criterion | Pts | Applies | Fail rate | Overrides | Health |
|---|---|---|---|---|---|
| Self-service guidance | 5 | 78% | 83% of 1,904 | 6% | everyone fails |
| Communication & dead air | 7.5 | 100% | 21% of 2,847 | 4% | timer-driven |
| Effective probing | 7.5 | 91% | 18% of 2,590 | 23% | contested |
| Empathy (EARA) | 7.5 | 62% | 9% of 1,765 | 5% | healthy |
| Survey offer | 5 | 19% | 12% of 541 | — | rarely applies |
| Opening | 5 | 100% | 2% of 2,847 | 1% | not discriminating |
Illustrative rubric — your sections, weights, wording, and red lines are encoded from your own scoring guidelines, and each item is graded through the right lens.
More than a score
The same pipeline that grades every call also builds your coaching profiles and your topic intelligence.
Know every agent, not just every call
Scores roll up into a living profile per agent: average quality with their typical range — so you can tell inconsistency from mediocrity — a standing that stays fair to new agents, clean-call rate, and per-item fail rates against the team.
- The biggest coaching lever, computed — the one item costing the most points vs the team
- Typical range shows consistency, not just the average
- Every human audit is logged and sharpens the grading
Maya R. · Billing team
214 calls scored · 12 audited
Biggest coaching lever
Next steps / recap
costs the most points vs the team — the first thing to coach
Fail rate vs team
Every conversation, categorized and trended
Beyond the score, every call is summarized and categorized against your own taxonomy — so you see which topics are rising, what gets resolved on the first call, where transfers go, and how callers actually felt.
- Topic trends, week over week and month over month
- Resolution and CSAT tracked on every call
- A ready-to-file ticket drafted per call, details filled in
Topic trends · week over week
Resolution
Ticket drafted · Billing — duplicate charge
caller details, summary & next steps filled in
Frequently Asked Questions
Everything you need to know about running full-coverage QA
Coverage and evidence. Manual QA samples a handful of hand-picked calls — typically around 2% — and reviews them days or weeks later. AI Sentinel scores 100% of your calls the day they happen, and every verdict carries the scorecard rule and the words from the call behind it.
Still have questions? Contact our team
Ready to see your
own floor, scored?
Share your scoring guidelines and a month of recordings. We encode your scorecard, connect your sources, and calibrate with your QA lead — then you judge, with your own calls scored in front of you.
No credit card required. Free consultation. Your QA team keeps the final word.