Platform
Quality management that matches your process
Build evaluation rubrics with your own categories, weightings, and scoring scales. Score directly from the dual-recording playback. Export raw data anywhere.
Unlimited
Custom rubrics per tenant
Per-second
Recording timestamp linking
CSV / API
Export raw scores anywhere
Calibration
Multi-reviewer variance reports
Define categories, sub-parameters, scoring scales (1–5, 1–10, pass/fail, custom), and weighted formulas. Assign different rubrics per queue, client, or campaign. Rubrics are versioned, so historical scores stay valid even as you iterate.
QA analysts watch the dual recording (screen + face video) and score in the same UI. Click any timestamp to jump to that moment. Add written comments tied to specific seconds. Tag sections — 'good rapport', 'compliance miss', 'great close' — for searchable reports.
Agents see their own scorecards in real time. They can dispute a score (which routes to a reviewer of higher rank), acknowledge it (closes the loop), or request a re-listen with their supervisor. Once acknowledged, the score is locked and counts toward the agent's rolling QA average.
Out-of-the-box weekly digest emails: top performers, scores trending down, compliance misses, calibration variance. Drill from any number into the underlying scorecard, then into the underlying recording. Three clicks from email summary to the exact second of the call.
Infotec BPO Chandigarh — 200 agents
QA throughput up 3.4×Problem
QA team was reviewing calls in a separate Cisco recording portal, scoring in an Excel sheet, and emailing PDFs to managers. Each call took 25 minutes to score and feedback rarely reached the agent within a week.
Solution
Migrated to GlobeMeet QA Scorecards. Reviewers now watch the recording and score in the same window. Agents see scores in real time on their dashboard.
Results
Yes. Export your current rubric to CSV, drop it into the rubric builder, and we'll convert it. Most rubrics import in under 5 minutes.
Yes — fully configurable. Most clients show agents their own scores with reviewer comments. Some choose to hide individual scores and show only rolling averages.
Yes. Hourly CSV drops to S3, real-time webhooks, or pull-based REST API — pick whichever your BI ingest prefers.