Modern QA: From Bottleneck to Business Driver

Wednesday, December 17, 2025

11am PST • 2pm EST

For years, support QA has relied on slow, manual sampling that misses the real story.

This session shows a better path.

We’ll cover how leading teams are moving from random spot checks to real-time, AI-powered QA that evaluates 100% of interactions across email, chat, voice/Zoom, and even non-English cases within a single workflow.

See how auto-QA provides immediate and consistent scoring, how assignments (smart, rule-driven sampling) focus manual reviews where they matter, and how composite scoring blends auto QA with human inputs to build trust.

We’ll also dig into predictive effort (CES) and behavioral signals that prioritize customer experience over vanity metrics like CSAT.

What You’ll Learn:

Why 1–5% random reviews are no longer viable and how to get to 100% coverage
How auto-QA scores behaviors at the comment/author level, rolls up to case, and triggers near-real-time coaching
How to use Assignments to target audits (e.g., escalations, low sentiment, long threads, region/product)
How voice analytics (hold vs. dead air, transcripts) and multilingual QA fit into one flow
How disputes & composite scoring increase auditor/agent trust and adoption
How dashboards for leaders and auditor consoles turn QA into a continuous improvement engine

You’ll leave with a practical blueprint to replace checklist QA with signal-driven, scalable QA that improves agent performance, reduces escalation risk, and strengthens customer trust.

**Your host: Ryan Radcliff**
Director Product Marketing,
SupportLogic

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About SupportLogic SX

The Continuous Support Experience Platform

Seamlessly integrate with your existing ticketing system
Read every ticket and automatically extract signals using AI/NLP
Maintain context across conversational and ticket boundaries
Predict outcome and provide proactive recommendations with intelligent workflows

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