QA Support
The QA Service tatodesk's QA service is a complete workspace intended for reviewing and evaluating the quality of human customer service. It was developed so auditors (quality agents) can analyze digital interactions in a structured way, ensuring that the processes defined by the company are followed rigorously.
Overview
In a customer service environment, ensuring consistency and excellence of interactions is fundamental. The QA module offers a centralized platform where auditors carry out pre-registered evaluation forms, using as input the interactions that took place during a given period. Execution can be done in two ways:
Manual: the auditor analyzes each interaction and fills out the form carefully.
Automatic via Generative AI: artificial intelligence processes the interactions and generates the form responses, speeding up the analysis of large volumes.
At the end of the process, a consolidated report presents the coverage index — a metric that reflects how much the evaluated interactions comply with the criteria of the applied form. With this data, companies can identify gaps, adjust training, and continuously improve service quality.
How Does It Work?
Form Configuration The quality team or platform administrators create and customize the evaluation forms, defining the criteria that must be checked in each interaction (e.g.: cordiality, problem resolution, use of appropriate tone, etc.).
Selection of the Period and Interactions The auditor chooses the time range and the universe of interactions they wish to evaluate. The platform provides the records in an organized way for consultation.
Execution of the Evaluation
Manual Mode: the auditor accesses each interaction, analyzes the content, and fills out the form.
AI Mode: artificial intelligence automatically processes the selected interactions and fills out the form, with the possibility of later review by the auditor.
Report Generation After the evaluations are completed, the system generates detailed reports with the coverage index and other performance indicators, allowing visualization of agents' adherence to established processes.
Advantages
Operational Efficiency: automation via AI significantly reduces the time spent on manual audits, allowing the quality team to focus on more strategic analyses.
Standardization and Objectivity: customizable forms ensure that all interactions are evaluated by the same criteria, eliminating subjectivities.
Visibility and Control: real-time dashboards and reports offer a clear view of agent performance and process effectiveness.
Continuous Improvement: by identifying deviations and improvement opportunities, the company can adjust training and processes, raising service quality.
Flexibility: the auditor can switch between manual and automatic evaluation as needed, maintaining control over the process.
Main Features
Form Management Creation, editing, and versioning of evaluation forms, supporting various question types (multiple choice, scales, open fields).
Auditor Workspace Exclusive environment for the auditor, with task lists, evaluation history, and quick access to interactions.
Execution with Generative AI Automatic processing of interactions, with explanation of generated responses, allowing auditing and adjustments.
Shift Control Recording of breaks, intervals, and rests, ensuring productivity management and compliance with labor regulations.
Permissions and Security Granular access control: different profiles (auditor, supervisor, administrator) with specific permissions for viewing, editing, and approving evaluations.
Tagging and Additional Information Ability to add tags and extra fields to interactions or evaluations, facilitating categorization and later analysis.
Reports and Dashboards Consolidated view of coverage indexes, quality evolution over time, and comparison between agents, teams, or periods.
Audit and History Complete record of all actions performed on the platform, ensuring traceability and transparency.
With the QA Module, your company transforms quality evaluation into an agile, precise process aligned with management best practices. Whether through human analysis or with the support of artificial intelligence, you will have the data needed to raise the standard of service and ensure your customers' satisfaction.
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