Quality Assurance
Score every interaction, not 1% of them.
EmberQA scores calls, chats, emails, and documents against your own rubric, shows the evidence behind every point, and tells you where your team is slipping.
Every interaction, scoredagainst your standards.
Score calls, chats, emails, and documents with your own rubric, see the evidence behind every point, and act on what the scores show.
AI QA scoring
Score every interaction against your custom rubric, with consistent results and transcript evidence that shows exactly why points were missed.
- Your rubrics, metrics, and point weights
- Automatic rubric selection and exemptions
- Metric-level explanations tied to the transcript
- Reviewers can correct scores and mark calls reviewed
Performance Insights
Track quality scores across agents, teams, and locations to spot recurring gaps, measure coaching progress, and see where performance is improving.
- Scores by agent, team, and date range
- Search and filter by score, missed metric, or metadata
- CSV exports for your own reporting
Red flags & alerts
Catch privacy violations, hostile behavior, and other urgent issues, with alerts and transcript evidence that help supervisors respond quickly.
- Define the issues that need attention
- Alerts by email, SMS, or webhook
- The exact moment in the transcript, cited
Emotion Detection & Mapping
See how customer and agent emotions change throughout each call, then jump directly to frustration, relief, and other key moments.
On-Demand Analyst
Ask questions about performance, compare teams, and investigate score changes with charts and supporting calls, then save the findings as reports.
- Ask questions about your QA data in plain language
- Build and save custom reports
- Daily AI QA reports and PDF trend reports
Workflow Automations
Use scores, red flags, and call outcomes to trigger follow-ups, notify supervisors, and send updates to your CRM or ticketing system.
Everything else in Quality Assurance
The tools your team uses every day to run QA.
Your rubrics, metrics & weights
Bring your existing QA forms. Define criteria, point weights, and scoring instructions in your own words.
Automatic rubric selection
Rules pick the right rubric for each team, department, or call type, and exempt calls that shouldn't be graded.
Score explanations
Every metric shows why it passed or failed, tied to the moment in the transcript.
Review & corrections
Reviewers can correct metric scores and mark calls reviewed as your team calibrates.
Transcripts & playback
Read the transcript and play the recording side by side with the score.
Search, filters & metadata
Find interactions by agent, team, score, missed metric, keyword, or your own metadata.
Every channel
Score calls, chats, emails, SMS, and documents against the same standards.
Uploads & API
Upload recordings in the app, connect a supported source, or send calls and documents through the API.
Manager & reviewer access
Give managers and reviewers everything they need to oversee QA across the team.
Customer story
“EmberQA changed how we approach call quality. Instead of reviewing less than 1% of calls manually, we can now evaluate every call, score agents more objectively, and give each person more targeted feedback.”
Danielle TantonExecutive Director at ECARead ECA’s story- 100%
- Calls reviewed
- 60 → 4 hrs
- Weekly QA review time
“Before EmberQA, reviewing calls across multiple dental offices with different QA requirements was a time-consuming operation. Now we can automatically evaluate 100% of calls, account for each office's unique process, and verify CRM data alongside the call itself.”
One platform
One set of standards, from review to the live call.
Quality Assurance, Coaching & Training, and Agent Assist work toward the same standards, so every fix gets reinforced until it shows up in your scores.
- 1
QA finds the miss
Every call is scored against your rubric, so you see exactly which steps agents skip.
Quality Assurance - 2
Coaching explains it
Each agent gets coaching built from their own calls, with examples from your top performers.
Coaching & Training - 3
Roleplay practices it
Agents rehearse the situation with an AI caller until they get it right.
Coaching & Training - 4
Assist prompts it live
On the next real call, Agent Assist reminds them at the moment it matters.
Agent Assist - 5
QA confirms it stuck
Scores show whether the behavior changed, agent by agent and week by week.
Quality Assurance
Frequently asked questions
Still have questions? Our team can help you connect your channels, map your scorecards, and see how EmberQA fits your workflow.
Talk to our teamSee it on calls like yours.
Book a walkthrough with our team and see how scoring works with your own rubric.