Automated Quality Management. 100% QA coverage across every call.
Use Generative AI to pinpoint and fix gaps in your service. Automate QA and achieve 100% coverage across agents, teams, BPOs, and languages — and create lifelong customers along the way.
scored
vs. human reviewers
specialist / month
compliance flag
(vs. 3% sampling baseline)
vs. expert reviewers
reclaimed per month
lag vs. quarterly audit
Stop sampling. Start covering everything.
Same QA team. Same rubric. Different reality. Manual review caps at 3–5% of calls; Quality Management scores every conversation, fairly and consistently.
Manual quality auditing
- 2–5% sampling rate per agent per month
- $5–10 cost per evaluation, fully loaded
- 70–80% inter-rater agreement (McKinsey)
- 11–14 day lag from problem to coaching
- Compliance gaps surface at quarterly audits
- QA team buried in scoring backlog
- Eight subsidiaries → eight different rubrics
Automated Quality Management
- 100% automatic scoring on every call
- ~$0.40 cost per evaluation at scale
- 95%+ agreement with expert reviewers
- Coaching reaches agents within hours
- Compliance flags raised in real time
- QA team focused on coaching, not scoring
- One unified scorecard, applied consistently
Score every call. Trust every score.
Quality Management gives you the four things that turn QA from a sampling exercise into an operational backbone.
100% automated AI scoring
Every conversation — voice, chat, email, ticket — scored against your rubric within minutes of close. 95%+ agreement with expert human reviewers, with playback timestamps and reasoning attached to every score so QA leads can verify in seconds.
- Voice, chat, email, tickets — all scored on the same rubric
- Playback timestamps on every criterion, every score
- Generative-AI feedback auto-generated for the agent
- Reasoning attached — no black-box scoring
Unlimited custom scorecards
Your rubric, applied consistently. Build scorecards with as many criteria as you need, set weights, mark deal-breakers, and apply them per team, per queue, per market — without writing a line of code.
- Drag-and-drop builder — add criteria in seconds
- Custom weights & deal-breakers per criterion
- Per-team, per-queue, per-market scorecard variants
- Versioning & audit trail for every change
Real-time compliance & keyword alerts
Risk & compliance teams get notified within minutes — not at quarterly audits. Configure rules once, catch missed disclosures, sensitive data, churn signals, and policy breaches before they accumulate into findings.
- Mandatory-disclosure detection (APR, GDPR, MiFID)
- Custom keyword & phrase rules with regex support
- Webhook & email integrations for risk teams
- Audit-ready trail on every alert & resolution
Calibration & dispute workflow
Trust the scores: a built-in dispute and calibration workflow lets agents challenge specific criteria, QA leads adjudicate, and the model learns. Inter-rater agreement keeps climbing — and agents stop seeing the system as an adversary.
- Agent self-review portal with inline dispute
- QA-lead adjudication & resolution workflow
- Continuous calibration from disputed cases
- Full audit trail for every adjusted score
Four shifts after 100% QA goes live
What customers tell us happens within the first 90 days of moving from sampling to full coverage.
QA scores recalibrate downward — then climb steadily
The first week, scores drop 15–25% as the platform reveals what sampling missed. By month three, scores climb past the old baseline because coaching is finally targeted at real gaps.
QA team shifts from scoring to coaching
Specialists reclaim 60+ hours per month. The team's mandate moves from "review 200 calls a month" to "make every coaching session count" — a job that's actually fulfilling.
Compliance moves from reactive to real-time
Missed disclosures get flagged within minutes — not weeks. Risk & Compliance teams get same-day visibility into systemic issues, with audit-ready evidence packs on tap.
CSAT & FCR climb
Average lift across customers: +18 CSAT points and +14% first-contact resolution by month six. Coaching delivered while moments are fresh actually changes behavior.
Words from teams running automated QA
Three perspectives from operators using Quality Management every day.
"Ender Turing's solution is very user-friendly and easy to use on a daily basis. They have implemented a few new solutions allowing us to automate analyses, create a knowledge base, and training slots. Despite a long time of cooperation, ET is focused on their customers — a platform that exceeds expectations."
"The best thing in ET is the incredible level of automation. During several months we have been transforming routine tasks from manual to automatic schedule. Especially I like the possibilities to work with data — now I can analyze any information almost immediately. Before ET we needed a lot of time for the same analysis."
"With Ender Turing we moved from sampling a few hundred calls per month to analyzing every single conversation. Our coaches now spend their time on what actually matters — helping agents grow, not searching for problems. The shift in how we run quality has been one of the biggest operational wins of the past year."
Plugs into the tools you already run
Pre-built connectors for telephony, CRM, helpdesk and BI — Quality Management starts scoring on day one.
Common questions before kickoff
Picked from real onboarding conversations. If your question isn't here, send it our way — we answer within one business day.
Have a different question?
See QM running on your conversations.
30-minute call where we'll connect a sample of your calls and show you live auto-scoring against your existing rubric, the dispute workflow, and the compliance feed — running on your data.