Assessment
Call quality assessment
Each call's transcript, scorecard, notes and history in one view, so a reviewer sees why a score was given, not just the number.
Problems, solved end to end
Named engagements with a defined scope, a team behind them and an outcome to hit - the work you can put a contract around.
AI Call Quality Assurance That Scores Every Conversation
QMatrix AI transcribes, analyses and scores every customer call against your own scorecard - so quality is measured across all of them, not a sample.
Manual call QA listens to a handful of calls and extrapolates. QMatrix AI turns every conversation into quality intelligence instead: less manual effort, lower QA cost, and decisions made on the whole picture rather than a spot check.
Six modules, one quality workflow
Key modules
- Scorecards
Scorecards you define
Build scorecards around your own criteria and weight each one, so a score reflects what quality means in your operation.
- Dashboards
Dashboard & performance
A real-time view of total calls, average score, calls above threshold and assessments completed, with the score distribution and its trend.
- Analytics
Analytics & reporting
Trends and reports across teams and over time, so quality reviews start from data rather than anecdote.
- Access
User management & RBAC
Users, roles and permissions managed in one place, so each person sees and changes only what their role allows.
- Audit
Audit log
Every key action recorded in a detailed log - who changed what, and when.
Every call lands in a quality band
Scoring
Scores fall into four bands, so the spread across your calls is visible at a glance - and the pass/fail thresholds are yours to set.
90–100%
Excellent
70–89%
Good
50–69%
Average
0–49%
Poor
From recording to report, automatically
How it works
Every call goes through the same five steps, so every score is produced the same way.
- 01
Ingest
Call recordings are brought in from your connected storage.
- 02
Transcribe
Each call becomes a transcript you can review in full.
- 03
Analyze
AI scores the call against your scorecard and reads its sentiment.
- 04
Flag
Calls below your quality thresholds are flagged for review.
- 05
Report
Scores roll up into dashboards, trends and reports.
Access shaped around how QA teams work
Built for every key role
Super Admin
Complete control over the platform and its settings.
Company Admin
Manages the organization, its users and its QA frameworks.
Admin
Oversees daily operations and user management.
QA Manager
Leads assessments, reviews quality and drives performance.
Configure everything
Settings
Your data, your rules, your scorecards: the platform is set up around your operation rather than the other way round.
General - platform preferences and global settings
Security & MFA - multi-factor authentication and access controls
Categories - QA categories and sub-categories
Scoring thresholds - pass/fail benchmarks and quality thresholds
Analysis & sentiment - sentiment detection and analysis settings
Scorecard - custom scorecards with weighted criteria
Storage providers - storage integrations and data retention
Common Questions About QMatrix AI
FAQ
An AI-powered call quality assurance platform. It transcribes, analyses and scores customer calls against your own scorecards, and turns the results into dashboards and reports your QA team can act on.
Each call is ingested, transcribed and analysed against the criteria and weights in your scorecard, then placed in a quality band: Excellent (90-100%), Good (70-89%), Average (50-69%) or Poor (0-49%).
Yes. You define the scorecard criteria and their weights, the QA categories and sub-categories, and the pass/fail thresholds each call is measured against.
Yes. Sentiment detection runs as part of the analysis, and its settings are configurable.
Super Admin, Company Admin, Admin, QA Manager and Agent, with role-based access control deciding what each role can see and change.
Access is protected with multi-factor authentication and role-based permissions, every key action is recorded in an audit log, and you choose the storage provider and the data retention settings.
See how QMatrix AI would score your calls
Walk through QMatrix AI with our team - how it scores, what it flags, and how it would fit your existing QA process.