Call QA and Compliance Auditing on Every Call

• Head of Quality
• Contact Centre Compliance Manager
• Operations Manager
• BPO Client Delivery Head

QA teams typically listen to a small, fixed sample of calls per agent each month and score them on a form covering opening, verification, hold etiquette, mandatory disclosures, resolution and closing. Breaches on unsampled calls, such as a skipped disclosure, a misleading promise or a rude exchange, surface only when a customer complains or a client audits the programme.

We build a call QA pipeline that picks up recordings from your dialler or recording platform after each call, transcribes them with speaker separation and evaluates the conversation against your own QA form and compliance checklist. Each parameter is scored with the transcript excerpt that justifies it: whether the agent verified identity before discussing the account, read the mandatory disclosure, avoided prohibited promises, followed hold procedure and closed correctly. Compliance-critical failures and low-confidence scores go to QA analysts, who confirm or overturn them, and their decisions are used to calibrate the evaluator. Team leaders get agent-level trends and coaching clips instead of a monthly spreadsheet.

• Transcription with agent and customer separation for Hindi, Hinglish, English and agreed regional languages
• Scoring against your QA form, parameter by parameter, with the quoted evidence behind each score
• Compliance checks for mandatory disclosures, verification steps, prohibited phrases and promises
• Detection of abusive language, escalation requests and dissatisfaction signals
• Analyst review queue for critical failures and uncertain scores, with calibration tracking
• Agent and team dashboards with coaching clips linked to the exact moment in the call

1. 01Ingest recordingsRecordings and call metadata such as agent, campaign and disposition are collected after each call.
2. 02Transcribe and separate speakersAudio is transcribed with agent and customer labelled, and card numbers or OTPs are redacted.
3. 03Score against the QA formEach parameter is scored with the excerpt that supports it, and compliance rules are checked.
4. 04Review critical resultsCompliance-critical failures and low-confidence scores go to a QA analyst to confirm or overturn.
5. 05Log decisions for calibrationAnalyst decisions are recorded and used to tune the evaluator and track agreement.
6. 06Publish to team leadersScores, trends and coaching clips appear on agent and team dashboards.

1. Ingestion
   • Recording platform connector or SFTP pickup
   • Call metadata from dialler and CRM
2. Speech
   • Speech recognition with speaker separation
   • Redaction of card numbers and OTPs
3. Evaluation
   • QA form configured as a scoring rubric
   • LLM evaluator that quotes evidence
   • Rule checks for mandatory phrases
4. Review and calibration
   • QA analyst review queue
   • Dispute handling
   • Calibration and agreement metrics
5. Reporting
   • Agent and team dashboards
   • Coaching clip library
   • Exports to QA and WFM tools

QA analysts confirm every compliance-critical failure before it reaches an agent's scorecard or a client report, and they handle all agent disputes. Analyst decisions are tracked so the evaluator's agreement with humans stays visible.

• Recording and dialler platforms such as Genesys, Avaya, NICE, Ozonetel or Exotel
• CRM for call metadata
• QA and workforce management tools
• BI tools such as Power BI

• No score without a quoted transcript excerpt
• Compliance-critical failures confirmed by an analyst before they count
• Card numbers and OTPs redacted from transcripts
• Agent dispute path with recorded outcomes
• Data separated by programme and client in multi-client BPOs

• Card details spoken on calls should be paused or redacted to support PCI DSS; the pipeline redacts card-like numbers from transcripts.
• Recordings, transcripts and QA scores are personal data of customers and agents under the DPDP Act 2023.

• Telecom & Contact Centres

  Real-Time Agent Assist

  Live transcription and prompts on the agent's screen: the right knowledge-base answer, the next compliance step and a drafted call summary, so new agents handle complex calls with fewer holds.

• Telecom & Contact Centres

  Compliance Evidence for AI Calling (TRAI and DPDP)

  Test and document how your AI calling handles consent, DND preferences, calling hours, disclosures, opt-outs and personal data, and give compliance teams and clients an evidence pack.

• Telecom & Contact Centres

  Multilingual Inbound Voice Agent for L1 Support

  A voice agent that answers routine L1 calls in Hindi, Hinglish and regional languages, resolves what it safely can through your systems and hands the rest to an agent with full context.