THE PROBLEM
Call centre quality assurance is manual, inconsistent, and delayed — agents receive feedback days after calls.
THE SOLUTION
Transcribes calls, provides real-time coaching analysis, generates QA scores, and flags escalation overrides for review.
ROLE WORK LAYERS IN THIS KIT
Call Centre Operator · L2QA Supervisor · L3
2 active Work Layers · sectors: Insurance, Banking, Utilities
GOVERNED RESTRICTED ACTIONS
These actions are automatically flagged and queued for Human Approval. No Role Work Layer executes them without an approver decision and Audit Trail entry.
- Escalation overrides