Does this replace human QA managers?

No. It makes them 10x more effective. Instead of listening to random calls, they spend their time on the high-value 'Complex Coaching' that the AI identifies as necessary.

How do you handle PII (Sensitive Info) in the recordings?

Our system has real-time PII-redaction. It can automatically 'bleep' out or remove credit card numbers, Social Security numbers, and other sensitive data before it reaches the QA database.

Can we customize the scoring criteria?

Absolutely. You have full control over the 'Linguistic Rules.' If you want to penalize an agent for saying 'No problem' instead of 'My pleasure', the AI can be calibrated for that in minutes.

What format is the reporting delivered in?

We provide real-time dashboards for supervisors and daily/weekly executive reports that show quality trends by team, channel, and product line.

Does it work for chat and email too?

Yes. Our platform is omnichannel. It applies the same rigorous quality logic to every text-based interaction as it does to voice calls.

Training & Quality Management

100% QA & Compliance Monitoring at Scale that Delivers Total Visibility

Move from manual 2% call sampling to 100% automated interaction coverage across all channels, leveraging AI-driven speech analytics to eliminate operational compliance risks.

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Ending the Blind Spots

Traditional Quality Assurance is broken. Most BPOs sample only 2–3% of interactions, leaving 98% of your customer experience in a blind spot where brand damage, compliance failures, and missed sales opportunities hide. Our automated QA platform monitors 100% of every call, email, and chat interaction, using advanced natural language processing (NLP) to score every second of engagement against your specific brand guidelines, compliance requirements, and success patterns. This shift ensures you don't just find mistakes, but identify and replicate operational excellence across your entire team.

The Old Way

Manual QA

The Intelegencia Way

Intelegencia Auto-QA

2-3% random sampling

100% total interaction coverage

Subjective, biased scoring

Objective, data-driven scoring

Delayed feedback loops

Instant real-time alerts

Compliance blind spots

Zero compliance risk

High manual overhead

AI-powered scale & speed

Total Interaction Coverage

Stop guessing. Our AI engine transcribes and analyzes every single customer touchpoint in real-time. It identifies missed greetings, incorrect policy advice, and compliance violations instantly. This level of visibility ensures that 'Bad Interactions' are flagged the moment they happen, allowing for immediate corrective action before the customer even ends the call. You get a perfect 'Heatmap' of your entire operation's quality levels.

100% Call & Chat Transcription

Automated Scorecard Rating

Instant Compliance Flagging

Systemic Error Detection

Holistic Quality Heatmaps

Objective Behavioral Scoring

Human QA managers have 'Bad Days' and 'Biases.' Our AI doesn't. We use objective linguistic markers to score interactions based on Tone, Pace, Empathy, and Accuracy. The scoring is perfectly consistent across thousands of agents and millions of minutes. This fairness increases agent trust in the system. They know that their score is a true reflection of their performance, not a random draw. We move from 'Gotcha' QA to 'Growth-Focused' QA.

Bias-Free Performance Audits

Tone & Sentiment Quantifiers

Script Adherence Analytics

Comparative Agent Benchmarking

Growth-Focused Reporting

Real-Time Compliance Guardrails

In regulated industries like Finance and Healthcare, a single mistake can result in massive fines. Our AI acts as a 'Real-Time Guardrail', listening for mandatory disclosures and PII-handling errors. If an agent misses a required legal disclaimer, their screen flashes an instant reminder. If they ask for sensitive data incorrectly, the system can even mute the recording or alert a supervisor. We build 'Compliance-by-Design' into every interaction.

PCI/HIPAA Real-Time Scrubbing

Mandatory Disclosure Tracking

Risk-Urgency Alerting

Automated Redaction Logic

Legal-Standard Adherence

The Oversight Stack

QA Capabilities

We provide specialized monitoring models tailored to the specific risk and quality profiles of your business.

Sentiment Audit

Identifying frustrated customers across 100% of volume.

Sales QA

Verifying pitch accuracy and objection handling in outbound calls.

Compliance Guard

Automated verification of legal and regulatory requirements.

Best-Practice Mining

Finding the hidden patterns of your top 1% performers.

Recursive Coaching Loops

Data without action is just noise. Our system automatically aggregates 'QA-Fail' patterns and drafts personalized coaching plans for every agent. It identifies the top 3 things each agent needs to improve to hit their bonus targets. Supervisors spend 80% less time 'finding' calls to review and 100% more time actually 'coaching' based on the AI's pre-selected highlights. We turn QA from a 'Policing' function into a 'Performance' engine.

Automated Coaching Plan Drafts

Supervisor Workflow Optimization

Agent Self-Correction Dashboards

Success-Pattern Replication

Operational Performance Lift

The Path to Visibility

Our Audit Roadmap

We implement automated QA through a structured process of scorecard design and AI-calibration.

Scorecard Digitization

Converting your manual QA criteria into AI-legible linguistic rules.

Audio/Text Ingestion

Setting up the real-time data pipes from your telephony and chat systems.

AI-Calibration

Tuning the models to ensure AI scores match your best human auditors.

Action Triggers

Setting up the alerts for compliance and high-risk sentiment events.

Full Scale

100% monitoring rollout with real-time supervisor dashboards.

Measured Performance. Proven Growth.

Coverage Rate

QA Overhead

Compliance Errors

Feedback Speed

Frequently Asked Questions
About 100% QA & Compliance Monitoring at Scale

Here you will find answers to questions we get asked the most about our offerings.

Yes. Our modern speech-to-text engines are trained on global dialects and accents, reaching 95%+ accuracy across diverse linguistic backgrounds.