Quality Assurance
QA starts before the call ends.
Measuring calls is the easy part. We built QA to make call-takers better on the next call.
Most QA programs run on a delay
Reviews that lead to quality improvement on the next call
Every call reviewed immediately after hangup. All reviews use your agency's SOPs, sentiment criteria, call volume, and staffing, when the call was taken. A shortcut during a surge reads differently than the same shortcut on a quiet Tuesday.
Every single call
reviewed
Measured against
your own SOPs and
sentiment criteria
Floor conditions
attached to every
evaluation
Transcript, audio, and
SOP version
attached to every review
Individualized guidance
CORA and QA work as one
Guidance gets more specific and personalized the longer you use it. The SOP lives inside CORA, version-controlled and audit-logged. Change a policy and the scoring changes with it. Every evaluation traces back to the version that applied that day.
Guide
CORA highlights your SOPs during the call.
Analyze
QA reviews that call against the same SOPs, in the version that was in force when the phone rang.
Review
Supervisors review the information and determine what alerts get pushed back into CORA.
Application
When one call-taker misses a step repeatedly, CORA surfaces that step for them on the next call like it. When the whole floor misses the step, CORA reinforces it for everyone.
MOST CALLS GO RIGHT
QA that starts from what's working
Telecommunicators are expected to be perfect. Most of the time, they are. That should show up somewhere. When you review every call, positive trends shine through. Highlight the hard call handled well or the new procedure someone adopted quickly. For the small share where something slipped, the same trends show where support can help, and who needs it.
A 15-year veteran doesn’t need callback reminders.
Someone who missed it three times last week does.
Tells you where it actually broke
One call, or a pattern
Whether there’s a call-taker who needs individualized guidance, or a pattern across the entire floor, QA’s complete record enables supervisors to coach patterns that matter in the moment.
A single platform for reviewing
Everything you need for QA, at your fingertips
Same-shift scoring
Every call is reviewed within roughly 30 seconds of hangup.
Your rubric
Your completeness check and existing rubric, with sentiment and quality measures you define and weigh.
Living SOPs
Version-controlled and audit-logged in CORA, so scoring never varies from policy.
CAD verification
Location, incident type, and callback number checked against the call.
Individual and systemic detection
Separates one call from a floor-wide pattern.
Pushable prompts
Supervisors send a specific reminder to a call-taker's CORA screen.
Evidence attached
Transcript, audio, and SOP version behind every evaluation.
The right information reaches dispatch
QA that measures not only the call-taker, but the action
Compares what call-takers captured on the call with what they collected in CAD to flag mismatches. An address, an incident type, or a callback number that needs a second look.
Call-to-CAD Accuracy
CAD entries checked against the call for location, incident type, and callback number.
Mismatches Flagged
Mismatches flagged for supervisor review.
Human Review
Supervisors decide what to act on. Nothing gets closed out by a model.
Better calls start today
See what your floor is already doing right
Want to see what QA hands your supervisors 30 seconds
after hangup? Schedule a demo.
