Launched Auto QA to automate 100% of QA evaluations, combining AI, rule definitions, and calibration to surface reliable insights at scale.

Manual QA meant <2–5% coverage, leading to blind spots and sampling bias.
Compliance and performance issues went undetected due to lack of automation.

Built full QA automation system, rule builder, AI scoring, agent dispute calibration, and intuitive workflows.
Enabled evidence-led coaching workflows based on full coverage.

23% reduction in AHT.
10% uplift in conversions.
97% improvement in compliance monitoring.
Enabled large QA coverage without growing headcount.