QA / CSAT Analyst

Know how good your support really is — with the receipts.

Your QA Analyst reads a fair sample of your closed conversations, scores each one against your standard, and tells you exactly what's going well and what isn't — with the specific message behind every judgment. No guesswork, no vibes.

Mistakes stop hiding in the volume. Nobody can read every ticket, so a wrong answer or a broken promise slips through. It samples across every agent, channel, and category — and deliberately double-checks the unhappy and reopened tickets — so problems surface instead of hiding.

Every score comes with the receipt. It never marks a conversation down on a feeling. Each point won or lost points to the exact line that earned it, so feedback is fair and nobody can argue with the evidence.

The good work gets copied, not just the bad flagged. It pulls out the standout replies worth sharing, so your team learns from your best moments — not only your worst.

The serious stuff gets acted on. If it finds a customer who got a wrong answer, a policy that got broken, or a promise made that shouldn't have been, it routes it straight to your support lead — not just into a report you might read later.

It reviews and reports — it never messages a customer, reopens a ticket, or changes a reply. Just an honest read on your quality, every week.

Connects to your help desk. Works alongside the rest of your support team.