AI Quality Assurance for Call Centers
AI grading that learns with you
VoiceScore grades every call the way your best reviewers would. The AI judge works from your scorecard, quotes its evidence, and takes corrections from your QA team. Those corrections train scoring models that belong to your program alone.
Watch it work
From recording to scorecard, in minutes
This is the scoring run that happens after every call ends: the recording is transcribed, the AI judge grades each criterion with evidence, and failures raise alerts on the spot. Pick a call and watch.
VoiceScore · Call Review
ReadyTranscript
Transcribing recording…
Speaker separation and emotion analysis included.
Score Breakdown
Waiting for the transcript…
This is a simulated run on sample calls with synthetic voices. The scorecards, evidence quotes, alerts, and coaching all mirror how VoiceScore grades real recordings after hang-up. Once scoring finishes, press play to hear the call, or click any criterion or transcript line to jump to that moment.
The problem
Grading every call is easy. Grading it well isn't.
Every tool claims it scores 100% of calls. The complaint you hear from QA teams is that the grading isn't up to standard, and it never gets better. That gap is why VoiceScore exists.
Everyone else
VoiceScore
One model grades every program the same way.
The judge works from your scorecard, verbatim, and quotes its evidence on every criterion.
QA corrections vanish into a spreadsheet.
Every override becomes training data that teaches the judge your bar.
Alert noise trains the floor to ignore it.
Alerts you tune, route by severity, and own through to resolution.
The solution
A self-tuning AI judge
It grades from your rubric, in your words, starting day one. Your team's feedback tunes it from there.
Empathy & Tone·how one criterion learns
Day one · AI judge
“The agent should acknowledge the customer’s frustration before moving the call forward.”
Your criterion, sent as written
A correction · QA override
“Scripted empathy doesn’t count. The agent read the line and kept pushing.”
Saved as training data
Over time · Your model
“Empathy was scripted, not responsive: the agent read the line, then kept pushing the quote.”
Grading the way your team does
Data sovereignty. Your models improve automatically.
For the audit
Find any call in seconds
VoiceScore · Call Search
12,480 callsSearching…
…I want to cancel my policy if the rate goes up again…
…thinking about canceling — let’s see what we can do first…
…go ahead and cancel my policy effective Friday…
Alerts
Alerts that mean something
Scorecard routing
Two scorecards, two separate scores. Never blended.
No sales rubric here, so no bogus “missed upsell” alert.
Voice agents answer to the same rubrics as reps.
A rubric that doesn't apply stands down instead of firing, so an alert here is never noise.
Where this leads
When voice agents join your team
Sooner or later, call centers will put voice agents on the routine calls so people can take the ones that need judgment. The teams that get there smoothly will be the ones whose standards are already written down and whose grading already runs on every call. That is what you are building in VoiceScore: launch criteria for your first agent, and a judge that holds it to the same bar as your best reps. And it comes from the team whose platform already runs those agents in production.
Inbound · Denise Marsh
94
AI Inbound · Quote Agent
89
AI Transfer · Triage Agent
76
Same scorecard, same pass threshold, same dashboard.
FAQ
Questions call center leaders ask us
Do we have to change our phone system?
No. VoiceScore ingests recordings through a webhook or a storage bucket from whatever your call center runs today. If your platform can deliver a recording, VoiceScore can score it, and reps and supervisors keep working the way they already do.
What happens to our call data?
It stays yours. Recordings and transcripts live in our SOC 2 managed cloud (or your own; VPC and on-premise options exist), and access is scoped to your organization with role-based visibility down to the team level. Your data is never used to train anyone else’s models. The only models it improves are the ones dedicated to your program.
How does AI scoring stay accurate?
The rubric is yours: criteria are written in plain English and become the AI judge’s instructions. Every score carries a quote from the transcript, so checking one takes seconds. And your QA team can override any criterion. Those corrections sharpen the calibration and, over time, fine-tune scoring models dedicated to your program. When your standards change, you can re-run the judge over past calls and re-grade history against the new bar. Your data stays yours.
What happens to our human QA team?
They get promoted, effectively. Instead of spending hours listening to routine calls, they review by exception: calibrating the AI judge, ruling on contested scores, handling audit requests, and running coaching. Manual grading is fully built in (numeric, pass/fail, or letter grades), human scores sit beside AI scores on every call, and coaching sessions and reports live in the same place, so nothing moves back to a spreadsheet.
Can reps push back on a score?
Yes. Contests are a built-in workflow: a rep or supervisor files one, a supervisor reviews it, QA rules on it, and a final ruling can uphold or overturn the score. Every step is tracked, so the score of record is one everyone can stand behind.
How is VoiceScore priced?
Pricing is based on the minutes of calls you score rather than seats, so you never pay a license fee for every rep on the floor. Talk to us and we’ll price your call volume.
We already ignore our current tool’s alerts. How is this different?
Alerts here are configurable and owned. You set the thresholds (low score, negative-sentiment percentage, escalation counts, recurrence windows) and choose which roles get notified at each severity, so a critical compliance miss reaches a supervisor while routine flags queue for QA. Every alert also has a lifecycle: acknowledged, resolved, or dismissed with notes, so nothing gets fired off and forgotten.
Data sovereignty. Your models improve automatically.
See your own calls scored
Book a 30-minute walkthrough. Bring a few recordings and we'll run them through VoiceScore live, scorecard and all.
SOC 2 · VPC and on-premise options· Your data never trains anyone else's models