For QA managers
Score every call without adding a reviewer.
EmberQA scores every call against your own rubric, shows the evidence behind every point, and brings you the calls that need a person.
You can't run quality on a sample.
Listening takes all day, so you review a handful of calls per agent. Agents say the sample wasn't fair. Leaders ask questions it can't answer. And the calls that matter most are often the ones nobody heard.
Your standards are fine. There just aren't enough hours.
Spend your time on the judgment calls.
EmberQA does the scoring. You decide what's right, what's trending, and what to coach.
Trust the score
Every score shows its work, and you get the last word.
Each metric links to the moment in the transcript and the recording. If you disagree, correct the score and mark the call reviewed.
Explore Quality AssuranceFind the calls
Start with the calls that need a person.
Define the issues that matter, and EmberQA flags each one with the exact moment in the transcript. Search the rest by agent, team, score, or missed metric.
Explore Quality AssuranceSee the pattern
Have the answer when leadership asks.
Ask why scores dropped in plain language, see which team and metric drove it, and save the answer as a report.
Explore Quality AssuranceCoach the fix
Give supervisors the coaching, not just the score.
See what each agent keeps missing, with their own calls as proof and a top performer's words as the example. Then they practice it with an AI caller.
Explore Coaching & TrainingYour rubric, your rules
Start from the form you already use.
Bring your existing QA form and write the criteria in your own words. Here's what a customer service rubric could look like.
An example only. Your criteria, weights, and wording are yours to set.
- Verified the account15
Confirmed who they're speaking with before sharing details.
- Understood the issue20
Asked questions and restated the problem before solving it.
- Resolved it correctly30
Followed your process and gave accurate information.
- Set expectations15
Said what happens next, and when.
- Protected privacy10
Shared details only with the right person.
- Showed empathy10
Acknowledged the customer's frustration before moving on.
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.”
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
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.