AI-Powered QMS to Improve Call Quality, Compliance and Conversions
Conversations with customers generate signals such as intent, doubt, trust, and chance for business conversion. Conventional quality control procedures focus on only a portion of these signs and most quality control methods employed in call centres do not analyze communication which are greatly affected by all four signals. Leveraging artificial intelligence AI-Driven quality management system (QMS) e automates agent – customer interaction evaluation across all communication channels viz: voice, chat, and email to provide uniform performance benchmarking, compliance adherence and customer satisfaction analysis at scale. This enables contact center managers to identify, in real time, the conversations and agents which had the maximum conversions and they can then coach agents about the best practices to build genuine relationships with customers will and therefore create repeatable business value.
Supplementing this, the manual audit option facilitates the supervisors to review specific interactions, warranting meaningful analysis — blending AI efficiency with human assessment for effective and streamlined quality control.
How Does It Work?
AI and NLP come together to offer always-on, automated quality assurance at scale.
The AI QMS software seamlessly integrates with our contact center software ID cloud. It can also integrate with any other dialer and the existing infrastructure in your call center.
Insightful Dashboards for Every Role
Quality & Compliance Audit Dashboard
Maintain consistency and compliance across every process
Track:
Compliance adherence
Process, communication, and empathy errors
Red flag detection (keywords, sentiment drops)
Custom rule violations (e.g., “Did not verify ID”)
AI vs. Human QA comparison
Channel-Wise Quality Dashboard
Compare Voice, Email, and Chat quality across teams and regions
For each channel:
Volume handled
Avg. handling time / first response time
Sentiment & emotion trends
Communication tone analysis
AI-suggested improvements
Agent adherence to templates / greetings / closing
Keyword clouds (for recurring customer issues)
AI Model Analytics & Operations Dashboard
Measure AI accuracy and system performance
Metrics:
AI detection precision
False positive/negative rates
Model drift detection
Number of conversations processed
API success/failure logs
Integration status (CRM, dialer, email server)
Processing time & data ingestion latency
Team & Individual Performance Dashboard
Turn top-closer behaviors into a playbook every agent can follow
Key Metrics:
GenAI-generated Quality Scores
Sentiment shift (start → end of interaction)
Auto-generated coaching recommendations
Strengths and improvement areas
Peer comparison & leaderboards
Interaction playback with AI summaries
Executive / CXO Overview Dashboard
A 360° view of performance, compliance, and experience trends
Key Metrics:
CSAT / NPS trends
Sentiment heatmaps
AI-detected compliance risks
Top emerging issues
AI accuracy vs. manual audit
Corrective action tracking
Customer Experience Insights Dashboard
Decode customer emotions and recurring themes
Insights:
AI-extracted topics
Sentiment by theme
Escalation triggers
Emotion timelines
Voice-of-Customer clusters
Insightful Dashboards for Every Role
Quality & Compliance Audit Dashboard
Maintain consistency and compliance across every process
Track:
Compliance adherence
Process, communication, and empathy errors
Red flag detection (keywords, sentiment drops)
Custom rule violations (e.g., “Did not verify ID”)
AI vs. Human QA comparison
Channel-Wise Quality Dashboard
Compare Voice, Email, and Chat quality across teams and regions
For each channel:
Volume handled
Avg. handling time / first response time
Sentiment & emotion trends
Communication tone analysis
AI-suggested improvements
Agent adherence to templates / greetings / closing
Keyword clouds (for recurring customer issues)
Team & Individual Performance Dashboard
Turn top-closer behaviors into a playbook every agent can follow
Key Metrics:
GenAI-generated Quality Scores
Sentiment shift (start → end of interaction)
Auto-generated coaching recommendations
Strengths and improvement areas
Peer comparison & leaderboards
Interaction playback with AI summaries
Customer Experience Insights Dashboard
Decode customer emotions and recurring themes
Insights:
AI-extracted topics
Sentiment by theme
Escalation triggers
Emotion timelines
Voice-of-Customer clusters
AI Model Analytics & Operations Dashboard
Measure AI accuracy and system performance
Metrics:
AI detection precision
False positive/negative rates
Model drift detection
Number of conversations processed
API success/failure logs
Integration status (CRM, dialer, email server)
Processing time & data ingestion latency
Executive / CXO Overview Dashboard
A 360° view of performance, compliance, and experience trends
Key Metrics:
CSAT / NPS trends
Sentiment heatmaps
AI-detected compliance risks
Top emerging issues
AI accuracy vs. manual audit
Corrective action tracking
Elevate Quality, Everywhere
With our AI-Powered QMS, organizations can:
Key Features and Capabilities of AI-Driven Quality Management System
- Multiple Data Upload Options: Flexible data upload options available. Upload interaction data easily via SFTP, cloud storage (e.g. Google Drive or AWS), secure APIs, or manually upload files.
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AI-Powered Processing: All conversations are automatically transcribed by AI, it understands context and intent and extracts intelligent insights from voice, chat, email, and other digital channels.
globally. - Smart Audit & Review: The audit forms and scoring models can be customized as per the organization or process needs for consistent evaluation of interactions and to simplify reviews. This CQA method reduces manual effort of audit teams and they can focus on quality improvement.
- Sentiment & Emotion Detection:The ability to identify whether there is stress, anger, politeness, or satisfaction during an interaction helps businesses to gain insights into their customers' emotions. This AI-driven sentiment analysis lets the organization know about gaps in experiences across all channels and how it impacts the business outcomes.
- Comprehensive Metadata Tracking: Collect rich metadata from every transaction, including timestamps, agent name, call ID, interaction history, and audit trail for complete traceability, compliance, and operational transparency across the enterprise.
- Reports & Insights: Quality metrics are converted into visual representations via interactive dashboards. Organizations gain insight into trends, risks, and opportunities for continued performance improvement, enabling the contact center mangers to make timely decisions and redefine strategies for performance optimization.
Use Cases
Designed for Modern High-Volume Contact Centers - Across All Industries
Provide instant responses to customers without human intervention with chat bots. Call now to learn more!
Benefits of using AI-driven Quality Assurance Software
Our dedicated team provides an elevated level of service that meets all agency compliance requirements, increases agent productivity automatically.
With AI-powered Quality Assurance , contact centers evolve from reactive management to proactive excellence.
Teckinfo’s AI-powered QMS is more than just a monitoring tool—it’s a powerful strategic asset for business organizations, contact centers and BPOs. It not only reduces manual effort but also eliminates delays typical of traditional QA methods by automating the entire process. With real-time insights into agent performance, managers and supervisors are able to quickly identify and address issues and also spot the winning behaviours. The solution is highly scalable and also supports multiple teams and clients while ensuring compliance with industry regulations. Built for enterprises across industries, this QA platforms helps teams resolve queries faster, engage with customers more effectively and convert more, whether they’re closing a sale, retaining customers or improving debt recovery outcomes.
What Our Customers Say
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See Frequently Asked Questions
What is an AI-powered QMS?
An AI-driven quality management system (QMS) analyses 100% of conversations across all interactions channels e.g. voice, chat or email using AI-powered processing to give insightful information about caller sentiment, compliance adherence and agent performance without manual effort enabling organization to improve customer satisfaction and boost growth with positive business outcomes.
Will the AI QA Module be compatible with the existing systems?
Yes! One of the great features of our QMS platform is that is dialer agnostic, can integrate with other dialer, CRM’s such as Zoho, Salesforce, and helpdesk solutions.
How does an AI-powered quality management system improve conversions?
The conversation quality analysis done via AI is able to winning conversation patterns, sentiment signals and intent cues. With this knowledge, the organizations are able to repeat top-performance behaviors and boost customer satisfactions to have better conversions across all sales, support or debt recovery interactions.
Do we have the option to have both AI-driven and manual quality assurance methods?
Yes, absolutely, all conversions can be reviewed via AI, but the manual audit option is also there enabling managers to review specific conversations.
