Quality Management


Quality Management

Empower agents for success

Authentic communication means happier customers. 

Give your agents what they need to ensure customers get what they want.

Now that you are recording calls and agent desktops the challenge is how to effectively use them to analyze and evaluate agent performance or to pinpoint skill gaps. ZOOM Quality Management supports implementation of a systematic quality assurance program that imposes regular evaluations on your team leaders. Evaluators will love the way it maximizes their effectivity and improves their productivity.

Reporting helps identify agent strengths and weaknesses which can be addressed immediately via targeted training and coaching. Customer feedback tied directly back to the original conversation can verify the quality of your evaluation processes. The result of this process will be an educated, knowledgeable and more successful agent.

Are you ready to take a closer look? Schedule a demo

How ZOOM Quality Management works



Automate your quality assurance process by scheduling work for team leaders to evaluate a given number of interactions based on specific criteria, including business data.



Accurately measure agent performance based on standardized, predefined scorecards, which are distributed to your team leaders. Set deadlines and check progress.



Determine strong and weak performers. Compare skills, agent or groups. Use trend reports and graphs to identify individual agent and team progress improvements.

What makes us different?

Calibration Process

Create fairness and consistency in agent evaluations by comparing agent scores from various evaluators. Set standards and measure standard deviation to ensure that all your team leaders are calibrated.


Make sure you are evaluating the right calls. Leverage ZOOM Speech Analytics and select calls based on business objectives to ensure compliance, script adherence and detect customer churn.

Rich reporting

See the results visualized in out-of the box dashboards, reports and drill-down graphs. Identify agent strengths and weaknesses and track their historical improvement. Export data to MS Excel for further analysis.


Improve agent involvement in quality processes and allow agents to evaluate themselves too! Agents can compare how they are scored in comparison to their own assessment. This is a very powerful coaching tool.

Targeted training

Provide feedback to agents together with study materials in order to improve their score. Two-way feedback is incorporated into every aspect of the evaluation process including complete feedback history.

Customer feedback

Listen to the real voice of the customer in post call surveys and analyze the results in connection to agent performance. See what interactions are scored the worst or best by your clients in order to learn from them.

Let’s get started. See it in action