Scorecard design
Quality criteria defined around your brand, customers, and compliance needs.
Contact Center QA
Quality Assurance That Makes Quality Measurable
Scoring frameworks, calibration, and coaching for contact-center teams.
Every contact center says it cares about quality. Few can measure it, calibrate it across reviewers, or turn QA findings into better performance.
Quality assurance is not just a monthly scorecard. It is the operating loop that turns customer interactions into coaching, process fixes, and consistent outcomes.
Calltastic designs and runs QA programs — scoring frameworks, calibration, monitoring, and coaching — as a core part of the operations we manage.
The QA Framework
Define What "Good" Looks Like Before You Score It
A QA program is only as good as the scorecard behind it. Calltastic defines what quality means for your brand — tone, accuracy, resolution, and compliance — before a single interaction is scored.
Interaction monitoring
Calls, chats, and emails monitored and scored against the framework.
Calibration
Reviewers calibrated against each other so scores are consistent.
Coaching
Findings turned into targeted coaching that improves real performance.
From Score to Improvement
QA That Changes Behavior, Not Just Reports It
The point of QA is improvement. Calltastic closes the loop: monitoring produces findings, findings drive coaching, and coaching is measured in the next scoring cycle.
Compliance & Accuracy
Quality Covers Compliance, Not Just Politeness
For regulated or compliance-sensitive operations, QA is a control as well as a quality tool. Calltastic can score for required disclosures, procedure adherence, and documentation accuracy alongside customer experience.
Common Questions
Frequently Asked Questions
Do you only do QA, or full operations?
Both. QA can be delivered as part of a managed operation, or as a focused engagement to build or improve a QA program.
How do you calibrate QA scores?
By calibrating reviewers against shared standards and examples so the same interaction receives a consistent score regardless of who reviews it.
What does a QA scorecard measure?
Tone, accuracy, resolution, compliance, and documentation — defined around your brand and requirements.
Can QA monitor chat and email, not just calls?
Yes. Monitoring and scoring cover voice, chat, and email interactions.
How does QA drive improvement?
Findings feed targeted coaching, process fixes, and the next scoring cycle — so quality measurably improves over time.
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