Contact center QA
Call center quality assurance software for modern QA teams
KnownSense helps QA managers move from limited manual sampling to a more consistent, evidence-driven call review workflow.
Built for
BPOs, in-house contact centers, and service operations teams responsible for call quality and compliance.
India-first buyer context
Where this fits in a real call operation
For a growing call operation, QA software should help managers move from random listening to a repeatable review system that owners can understand.
Common call examples
- Daily QA queues
- High-risk calls
- Client campaign calls
- Supervisor review samples
Rollout checks
- Define who owns scorecard updates and calibration.
- Keep private app routes out of search and public pages.
- Use simple owner dashboards before adding complex analytics.
Search intent
What teams want when they search for call center quality assurance software
Review more calls with consistent scorecards.
Find high-risk and low-quality conversations faster.
Give supervisors the context needed to coach agents.
Create a more auditable QA process.
Capabilities
A QA workflow that produces evidence, not just analytics
QA dashboards
Track calls, agents, flags, scores, and review volume in a focused operations view.
Scorecards and scripts
Combine quality scoring with script adherence and compliance checks.
Review workflows
Prioritize calls that need QA manager attention and follow-up.
Workflow
From call recording to QA action
Capture calls
Upload recordings from agents or ingest them from your call workflow.
Analyze consistently
Apply scorecards, scripts, summaries, and flags to each call.
Act on the signal
Use scored calls for coaching, compliance review, and quality trend analysis.
Example evidence
A reviewable signal a manager can act on
KnownSense is designed to keep AI output reviewable: the manager sees the summary, score, transcript evidence, and the call record before taking action.
Signal to inspect
The QA queue highlights low-score calls, script misses, and calls with unresolved customer outcomes instead of leaving managers to browse recordings manually.
Decision it supports
The operations owner can decide which calls need review today and which scorecard rules need calibration.
Operating fit
Built around real QA jobs
Combines QA scoring, flags, scripts, agents, and training in one workflow.
Designed for repeat QA operations rather than occasional analytics review.
Supports teams that need evidence for customer-service and compliance decisions.
FAQ
Questions buyers ask before a demo
What should call center QA software include?
A strong QA system should support scorecards, call review, transcripts, flags, calibration, agent performance, and coaching workflows.
Is KnownSense useful for small QA teams?
Yes. Smaller QA teams can use KnownSense to reduce manual search time and prioritize the calls that need attention.
Keep exploring
Related pages
Features
AI call quality monitoring
KnownSense helps QA teams monitor call quality with AI scoring, transcripts, summaries, flags, and agent performance visibility.
Read pageFeatures
Automated call scoring
Score recorded calls automatically with QA scorecards, performance signals, and review queues for contact center supervisors.
Read pageUse cases
Contact center QA
Use KnownSense to improve contact center QA with automated call scoring, quality flags, script adherence, and supervisor workflows.
Read page