Quality Assurance

See the big picture.

Understand the holistic view of your customer service operations performance and optimize with QA.

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A better way to manage

Centralize customer service management for visibility into performance.

Motivate your agents

Empower agents to improve and succeed with insights and enablement.

Optimize your CS

Improve efficiency with a holistic view of your entire department.

Assign & schedule reviews automatically.

Assign & schedule reviews automatically. Based on your selection criteria, Dixa’s QA will choose and assign interactions to be audited based on priority. No more cherry-picking which agents and conversations are reviewed – scheduling is in your hands and a holistic performance review is at your fingertips.

Customize your QA scorecards to drive improvement.

Customize Dixa’s QA across all communication channels for all teams. Centralized results give managers and agents quick and easy access to insights for greater transparency and actionable information for true improvements.

Empower agents with transparent feedback.

Your agents deserve recognition for success and also need feedback on mistakes. Notify agents when an interaction is being reviewed and equip them with an easy-to-digest report packed with tips, so they can make better decisions the next time.

The reporting on QA in Dixa’s Quality Assurance was one of the things that I really liked. To be able to break down QA scores by channel, contact reason, handling time really helps you get insightful answers to important questions like ‘what knowledge gaps are there in the team?’ and ‘what processes are too complex?’ and take action.”

Karina Schack Transition Manager

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