What is Quality Management?
Also called: QM, QA (Quality Assurance)
Quality Management (QM) in contact centers encompasses the processes, tools, and practices used to monitor, evaluate, and improve customer interactions. This includes call recording, interaction scoring, agent coaching, compliance monitoring, and analytics—all aimed at ensuring consistent service quality and continuous improvement.
Quality Management Components
- Call recording — Capture interactions for review
- Interaction scoring — Evaluate against quality criteria
- Speech analytics — Automated analysis at scale
- Agent coaching — Feedback and development based on evaluations
- Compliance monitoring — Ensure required disclosures and procedures
- Calibration — Maintain consistent scoring across evaluators
Traditional vs AI-Powered QM
Traditional QM manually reviews 2-5% of calls. AI-powered quality management automatically evaluates 100% of interactions, identifying issues that random sampling misses and enabling true performance insights.
AI-powered quality management. Platform28 evaluates 100% of interactions automatically. Learn more.
Quality management at scale
Platform28's AI evaluates every interaction for consistent quality insights.
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