Quality Audits

AI-Quality Audits to Monitor Every Conversation and Validate Every Resolution

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Driving Quality Excellence Across 3,500+ Brands ​

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Everything You Need for Modern Quality Assurance

A comprehensive set of AI-driven capabilities that evaluate conversations, verify resolution accuracy, identify training needs, and drive continuous performance improvement.
Resolution
Validation
  • Confirms whether agents actually resolved customer queries correctly
  • Verifies responses against CRM and knowledge base systems automatically
  • Flags incorrect resolutions based on business-defined criticality
Custom QA
Parameters
  • Supports 40+ configurable quality parameters across interactions
  • AI-suggested parameters reviewed by QA or business teams easily
  • Enables fatal and non-fatal scoring aligned to business impact
Omnichannel Quality Management
  • Performs conversation audits across voice & digital channels in real time
  • Provides unified visibility with quality insights from a single platform
  • Supports multilingual audits across 13+ Indian languages
Advanced Conversation Intelligence
  • Analyzes voice, email, chat, and social interactions across human and AI agents
  • Evaluates listening, interruptions, sentiment, and conversational flow
  • Uses full conversation context for accurate, unbiased quality assessment
Agent Performance & Coaching Insights
  • Highlights top performers and agents needing improvement
  • Identifies parameter-level gaps for focused coaching action
  • Shares summaries, training needs, and improvement areas
Trends, Campaign & Skill-Level Analytics
  • Compares quality scores across campaigns and skills
  • Shows skill-based performance distribution and gaps
  • Automatically tracks parameter trends every 30 minutes
Smart Scoring & Continuous Learning
  • Uses Yes, No, and Not Applicable contextual scoring logic
  • Highlights variance between AI and manual QA clearly
  • Learns from feedback to continuously improve accuracy over time
Move From Manual QA to Resolution Intelligence
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How Organizations Turn Conversations into Outcomes

See how leading brands use AI-powered quality intelligence to
improve decisions, performance, and customer outcomes.
Improving Conversions with Behavior Intelligence
Leveraged AI to understand purchase behavior, improve wellness products, and increase conversions by 20%.
Boosting Site Visits with AI Insights
Used insights from sales conversations to identify top performers, uncover improvement areas, and drive 3X site visits.
Improving the Citizen Experience for 550 Million Indians
Analyzed 122,000+ hours of conversations across 11 languages to identify training needs and improve citizen engagement.

How Ozonetel Evaluates Quality Inside Every Interaction

An inside look at the parameters, logic, and
intelligence used to assess quality fairly and accurately.
What we evaluate
Why it matters
Conversation Clarity
Speech pace, clarity, interruptions, and conversational balance—ensuring customers can follow and engage without friction.
Poor flow breaks trust and comprehension, even when answers are correct.
Context-Aware Listening
Active listening, call-to-listen ratio, and whether agents respond contextually—not mechanically.
Quality isn’t about talking more—it’s about responding right.
Customer & Agent Sentiment
Sentiment shifts across the interaction, not just a single score—mapped at key moments.
Helps teams understand where conversations improve or deteriorate.
Noise, Disruptions & Environment Quality
Background noise, signal issues, and disruptions that impact customer experience.
Separates agent behavior issues from environmental constraints—ensuring fair scoring.
Fatal vs Non-Fatal Errors
Critical mistakes that invalidate the interaction (wrong action, incorrect info) versus minor misses.
Not all errors are equal. Ozonetel scores quality accordingly.
Contextual Scoring (Yes / No / Not Applicable)
Each parameter is scored as Yes, No, or Not Applicable, based on conversational context.
Agents aren’t penalized for situations beyond their control—unlike rigid binary models.
Consistency & Compliance Adherence
Whether agents consistently follow defined processes, scripts, and mandatory disclosures—based on business and regulatory rules.
Ensures quality is not just effective, but also compliant and repeatable across teams, campaigns, and channels.
Actionable Quality Outcomes
Clear summaries, training needs, and improvement areas—at agent and organization levels.
Quality insights are only valuable when they drive action.
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What CX Leaders Say About Ozonetel Quality Audits

Trusted Globally. Recognized for Innovation & CX Excellence
See How AI-Led QA Transforms Customer Experience
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