Can we compare teams and locations?

Yes. Track quality scores across agents, teams, and locations, and search or filter by score, missed metric, or your own metadata.

Can different teams use different scorecards?

Yes. Create multiple rubrics and set rules that pick the right one for each team, department, or call type. You can also exempt calls that shouldn't be graded.

Can I share results with leadership?

Yes. Get a daily snapshot of priorities and standouts, trend reports you can share as PDFs, saved answers from the On-Demand Analyst, and CSV exports for your own reporting.

Can results go to our CRM or ticketing system?

Yes. Workflow automations can send scores, red flags, and extracted data to your CRM or ticketing system through webhooks.

Do we have to change our phone system?

No. Agent Assist works with any phone system. For QA, we connect to supported recording sources, and you can always upload recordings or send them through the API.

Do you help with rollout?

Yes. Our team can give you hands-on help configuring teams, rubrics, and supported integrations.

Is our call data secure?

EmberQA is HIPAA compliant, and SOC 2 Type 1 and Type 2 audits are in progress. Our Trust Center at trust.emberqa.com covers our policies, security controls, and subprocessors, and a security questionnaire is available.

For contact center operations

See what's slipping across every team.

EmberQA scores every call against your standards, shows you which teams and metrics are slipping, and gives supervisors what they need to fix it.

Book a demo

Your dashboards show how long calls took, not how they went.

Handle time and abandon rate tell you how busy the floor is. They can't tell you whether agents followed the process, or which team started slipping this month. Usually, you hear about it from a complaint.

By then, it's been happening for weeks.

From spotting the problem to fixing it.

Find out what's slipping, get it to the right supervisor, and help agents get it right on the next call.

Find out why

Know the reason before the meeting starts.

Ask why a team's scores dropped in plain language, and get the metric behind it, the supporting calls, and a report you can share.

Explore Quality Assurance

On-Demand AnalystWeekly analysis Save as report Saved

Ask anything about your calls

Why did scores drop this week?
Which team improved the most?
Who needs coaching on verification?

Why did scores drop this week?

Comparing this week to last week

Team North drove the decline. Verification was missed in 26 of 100 calls, up from 12 last week.

Average QA score 13 pts

Last week This week

North76

South89

Verification missedTeam North · Call 01

Call 01 · Transcript

00:10

Caller

Can you change the address on my account?

00:16

Agent

Of course. What's the new address?

00:24

Agent

I've updated the mailing address for you.

Account changed before identity verification.

Ask about your team's calls

Get it to the right person

Send low scores to supervisors automatically.

Set the conditions that matter, then alert the right supervisor and send results to your CRM or ticketing system as soon as a call is scored.

Explore Quality Assurance

Help on the floor

Put your process on screen during the call.

When a caller wants to cancel or asks for a supervisor, Agent Assist shows the steps you've set while the agent can still act on them.

Explore Agent Assist

Ramp new hires

Get new hires ready before their first real call.

Assign training programs built from real calls, let agents practice with an AI caller, and see who has finished.

Explore Coaching & Training

Training programNew hire: Billing callsStep 3 of 3

Lesson

Handling a disputed charge

1
Verify the account holderConfirm who you're speaking with before you open the bill.
2
Find the charge togetherRead back the date and amount so you're both on the same charge.
3
Say when the refund will postGive a specific timeframe, never just “soon.”

Continue

Call review

Find where the agent skipped a step.

Caller

I was charged twice for my October bill.

Agent

Thanks for verifying. I see the duplicate on October 3, and I’ve refunded it.

Caller

Great. When will I see the money back?

Agent

It should be there soon.

Right. They never said when the refund would post.

Quiz

The caller asks when they’ll see their refund. What do you say?

It should be there soon.

It will post in 3 to 5 business days.

You’d need to ask your bank about that.

Correct. Always give a specific timeframe.

Completion

4 of 4 complete

ARAlex RiveraCompleted

JLJordan LeeCompleted

NBNina BrooksCompleted

SPSam PatelStep 3 of 3Completed

Your rubric, your rules

One standard for every team.

Set a shared rubric, then let rules pick the right version for each team, department, or call type. Here's what a core standard could look like.

An example only. Your criteria, weights, and wording are yours to set.

Core call standard100 points

Greeted professionally
Opened with the company name and offered to help.
10
Verified the customer
Confirmed who they're speaking with before sharing details.
20
Resolved or routed correctly
Solved it, or sent it to the right team the first time.
30
Followed the process
Completed the required steps for this call type.
20
Set expectations
Said what happens next, and when.
10
Treated them with care
Stayed respectful, even when the customer wasn't.
10

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.”

Mukul Aggarwal, CEO / Founder

Read the story

Easy to adopt. Easy to approve.

Keep the systems you run today, and give your security team what it needs to sign off.

Works with what you already use.

Agent Assist works with any phone system. QA takes calls from supported recording sources, uploads, or the API, and sends results wherever your team works.

See integrations

Ready for your security review.

Your calls hold information that matters. Our Trust Center gives procurement and security teams the documentation they need in one place.

HIPAACompliant
SOC 2 Type 1Audit in progress
SOC 2 Type 2Audit in progress

Visit the Trust Center

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 team

See what's slipping on your own calls.

Book a demo and we'll walk you through QA, coaching, and live help on calls like yours.

Book a demo