Automated Auditing

Most QA teams review around 3% of customer conversations. The other 97% go unheard — and the compliance risks, coaching gaps, and customer frustrations buried in those calls stay hidden.

Gistly's automated auditing changes the math. Instead of sampling a handful of calls per agent each week, Gistly applies your QA scorecards to every conversation across every channel, giving you complete visibility into agent performance and call quality without adding headcount.

From Spot Checks to Full Coverage

Traditional call center quality assurance relies on manual reviews — a supervisor listens to a few calls, fills out a scorecard, and hopes the sample reflects reality. It rarely does.

With Gistly, AI evaluates every call against your custom QA criteria the moment it ends. Scorecards are applied consistently, without the subjectivity that creeps into manual reviews. Whether your team handles 500 calls a day or 50,000, every conversation gets the same rigorous evaluation.

This isn't about replacing your QA team. It's about giving them the coverage they've never been able to achieve on their own — so they can focus on the calls that actually need human attention.

QA Scorecards Built Around Your Standards

Every organization defines quality differently. A collections team cares about regulatory disclosures. A support team tracks first-call resolution and empathy cues. A sales team measures objection handling and closing technique.

Gistly lets you build custom QA scorecards that reflect what quality actually means for your operation. Define the criteria, weight them by importance, and let the platform score every interaction automatically. When standards change — a new compliance requirement, an updated script — update the scorecard once and it applies instantly across all future evaluations.

The result: agent performance scoring that's standardized, defensible, and aligned with the metrics your business actually tracks.

Agent Performance Analytics That Drive Coaching

Scoring calls is only valuable if it leads to better performance. Gistly connects automated QA results to agent-level analytics, surfacing patterns that manual reviews miss.

You can identify which agents consistently meet quality benchmarks and which ones struggle with specific criteria. Instead of generic coaching sessions, team leads can deliver targeted feedback backed by real conversation data. An agent who scores well on product knowledge but poorly on compliance disclosures needs a different development plan than one who rushes through calls without acknowledging customer concerns.

Gistly's agent performance analytics also reveal team-wide trends. If an entire squad starts scoring lower on a particular criterion after a process change, that's a signal about the process — not the agents. These patterns only become visible when you're evaluating 100% of conversations, not a random sample.

Compliance Monitoring Built Into Every Score

For teams in regulated industries — financial services, healthcare, insurance, collections — QA isn't just about customer experience. It's about staying compliant with FDCPA, TCPA, HIPAA, and dozens of other mandates that govern what agents can and cannot say.

Gistly's automated auditing flags compliance deviations as they happen. Missed disclosures, prohibited language, and regulatory violations are surfaced automatically, so your compliance team can act on exceptions rather than hunting for them across thousands of calls.

Why Teams Switch to Automated QA

Broader visibility. When every call is scored, QA managers stop worrying about whether their sample was representative. Edge cases that a 3% sample would miss are captured and evaluated alongside every other conversation.

Faster coaching cycles. Agents don't wait weeks for feedback from a manual review. Automated scoring delivers insights within minutes, so coaching happens while the conversation is still fresh.

Defensible compliance records. Instead of relying on spot checks to satisfy regulators, teams can demonstrate systematic, AI-powered evaluation of every customer interaction.

See How Automated QA Works for Your Team

Whether you're managing a 20-person support team or a multi-site contact center operation, Gistly's automated auditing scales to match — transparent, customizable QA that covers every conversation your team handles.

Related Features

• Conversation QA & Risk Intelligence
• Support Use Cases
• Creating an Effective QA Scorecard
• Conversational Analysis