QA Engine
Automated quality review for every customer conversation
Quality teams can typically review only a small share of conversations manually. The QA Engine evaluates every call, chat, email and social media message against the same criteria and highlights where coaching is needed.
In short
Callibee's QA Engine is an automated quality assurance tool for customer support. It transcribes and analyzes every conversation across phone, live chat, email and social media; produces a summary, case outcome, customer sentiment and agent quality scores; flags issues such as complaint threats or policy mistakes; suggests coaching; and brings everything together in an analytics view of resolution rate, sentiment, issues and knowledge gaps over time.
Safeguards
- Review criteria agreed with your quality team
- Every flag links to the relevant transcript line
- Role-based access to conversations
- Works alongside your existing QA process
Product overview
Capabilities
Full coverage
Every conversation is reviewed, giving you a complete view rather than a handful of selected calls.
Structured review of each conversation
Summary, conversation type, outcome and customer sentiment, along with the agent's professionalism, language quality and pace.
Line-level flags
A customer threatening a formal complaint or an agent unsure of a policy is flagged on the exact line of the transcript.
Coaching recommendations
Each review includes specific recommendations that team leads can use in their next one-to-one.
Consistent criteria across channels
Calls, chat, email and social media are evaluated the same way, in every language your team supports.
Trend analysis
Track resolution rate, sentiment, issues and knowledge gaps over time. Filter by agent, channel or outcome and open the conversations behind any figure.
Frequently asked questions
Is the QA Engine only for phone calls?
No. It reviews phone calls, live chat, email and social media messages, so every channel is held to the same standard.
Can we use our own scorecard?
Yes. We set up the review criteria, flags and outcomes with your quality team, so results match how you already evaluate conversations.
Do we need Callibee's voice agents to use it?
No. It can review conversations handled by your own team, whichever system they come from, as long as recordings or transcripts can be shared with us.
Which languages are supported?
Turkish, English and the major European languages, among others. We confirm coverage for your languages during setup.
Let's review your call workflows
Tell us about the calls your team handles and the systems you use, and we will assess together whether automation is a good fit.