Quality Assurance

Analytics Driven Software for Workflow Automation

To effectively measure the quality of service being offered by your staff, you needa quality assurance system that includes advanced workforce analytics. Gradient quality assurance tools enable supervisors to accurately measure performance while helping agents drastically improve their productivity and job satisfaction.

Gradient quality assurance can help you:

  • Improve employee performance and minimize risk through quality scorecards.
  • Measure consumer sentiment and employee performance using web-based surveys.
  • Reduce liability through screen capture recording.
  • Obtain customer insights and automatic scoring through speech analytics.
  • Ensure payment card industry compliance and avoid infractions using powerful encryption technology.
  • Track customer interactions and use uncovered data to enhance decision making.
  • Evaluate calls and locate trends, opportunities and problems that affect productivity and quality of service.
  • Leverage best practices and tools for employee training and coaching.

With Gradient speech analytics, you can link to third party tools to gain a well-rounded, actionable understanding of your customers’ experiences.