How to cut quality control time by 90%

Where the QA team's time goes

Out of an 8-hour workday, a supervisor spends only about 1 hour on what actually affects quality. The rest is routine.

The transition plan

Week 1: connect telephony, 5-7 basic criteria, auto-transcription. Week 2: calibrate AI scores. Week 3: automate notifications (triggers). Week 4: reallocate time – supervisors switch to coaching.

Result

About 90% of listening time is freed up, and service quality rises by 15-25%.

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