We're Only Working With A Limited Few. To be considered, join the waitlist and we'll schedule a call if you fit our criteria.
AI-Powered Audits, Expert Coaching, No QA Manager Required
Get professional QA audits, AI-powered scoring, and weekly coaching insights. Your leadership team stays in control. Stop auditing manually and start leading your team to better performance.
Limited onboarding capacity available. Join the early access waitlist to secure your spot.
Reviewed
8
interactions
Pass rate
95%
top score, Sarah K.
Needs coaching
3
avg 72%
Category scores
4 coaching plans ready · team focus: empathy in refund denials
Example data shown for illustration
Smart Sampling
Statistically Significant
Expert + AI
Faster, Fairer Reviews
Weekly Coaching
Actionable Insights
60% Time Saved
vs. Manual Audits
Who This Service Is For
We partner with teams that are ready to invest in consistent, expert-led quality.
Who This Service Is Not For
We want every client to succeed. If any of these describe your team, this program may not be the right fit.
Choose The Level Of Support That's Right For You
Most QA tools are built for larger teams and require you to hire someone to run them. Ours does both: run it yourself with full platform access, or let us handle it all.
Quality Intelligence
You Run The Program
For support teams with 5-20 agents
Includes:
- AI-generated review queues
- AI quality scoring
- AI coaching recommendations
- Team Performance dashboard
- AI Manager Coaching
- Quality analytics
- Conduct additional reviews anytime
- Custom scorecards
- Quick Ticket Auditor access
Best For
Teams with internal QA resources or leaders who want to run quality themselves.
Note: Phone channel interactions are not included. Paid users receive an enhanced embedded ticket review experience for email, chat, and messaging channels.
Quality Partner
We Run The Program
We run the quality program. You coach the team.
For support teams with 5-20 agents
Everything in Quality Intelligence, plus:
- Statistically valid quality coverage based on team size and contact volume
- Human reviews performed by CX Collective
- Review queue management
- Monthly calibration
- Human validation of AI scores
- Coaching recommendations
- Initial dispute review
Best For
Teams without a QA analyst who want an expert partner to manage their quality program.
Note: Phone channel interactions are not included. Paid users receive an enhanced embedded ticket review experience for email, chat, and messaging channels.
Quality as a Service
QaaS — On-Demand QA
Pay for the coverage you need
Includes:
- AI-generated review queues
- AI quality scoring
- Human reviews on demand
- Flexible coverage by team size or volume
- Coaching recommendations
- Quality analytics
- Quick Ticket Auditor access
Best For
Teams that need quality coverage without committing to a full program — scale reviews up or down as demand shifts.
Note: Phone channel interactions are not included. Paid users receive an enhanced embedded ticket review experience for email, chat, and messaging channels.
Why Most QA Programs Struggle
Most support leaders know quality matters. The challenge is finding time to consistently review interactions, coach agents, identify trends, and improve performance.
Reviews are inconsistent
Coaching conversations lack data
Leaders spend hours selecting tickets
Trends are discovered too late
Quality standards drift over time
Manual reviews create bias
Teams struggle to scale quality programs
The solution? A quality partner who handles the reviews, provides unbiased scoring, and turns audits into actionable coaching moments so your team improves.
How We Run Your Quality Program
Structured auditing. Expert eyes. Your leadership presence.
What you get:
- Statistically sound reviews. The right interactions, meaningful insights.
- Consistent scoring. AI + human ensures fairness.
- Time for coaching. We handle audits, you lead growth.
Define Your Standards
We build scorecards and success criteria.
Review The Right Interactions
AI and statistical sampling identify the most valuable interactions.
Deliver Insights
Receive quality trends and coaching opportunities.
Coach Your Team
Managers use our recommendations during one-on-ones.
Improve Continuously
Monthly calibration ensures consistency.
What You Receive Monthly
Real examples from teams like yours.
Weekly Coaching Report
Actionable coaching insights delivered every Monday
More Than Quality Audits
Most QA providers deliver scores. We help leaders identify and act on what matters.
Coaching Opportunities
We identify the specific behaviors and skills your team needs to develop.
Performance Trends
Spot patterns over time—what's improving and where to focus coaching.
Quality Risks
Early warning signs of compliance or consistency issues before they escalate.
Workload Concerns
Recognize stress indicators that might affect quality or agent retention.
Team Development Priorities
Actionable coaching plans that support agent growth and career progression.
You own your outcomes.
We provide the insights and coaching frameworks. You decide how to lead your team to exceptional quality and customer satisfaction.
Benefits of Partnering With Us
More than audits. A better Quality Assurance culture.
Fair, Consistent Scoring
Eliminate bias. Every agent knows the standards are applied equally.
Stronger Coach-Agent Relationships
Feedback comes from expert auditors. You deliver it as a partner, not judge.
Faster Performance Improvement
Clear, specific coaching gaps help agents improve faster and more confidently.
Reclaim Leadership Time
Stop doing manual audits. Spend time on agent development and team strategy.
Compliance & Documentation
Full audit trail, consistent scoring records, and defensible quality decisions.
Data-Driven Insights
See patterns in performance gaps and design training that actually moves the needle.
Why Leaders Choose Us
Trusted expertise. Your strategic control.
Expert Auditors
Scored by QA professionals with 10+ years of contact center experience.
AI + Human Review
Technology accelerates scoring. Experts ensure fairness and context.
Your Team Owns It
You deliver feedback. You set priorities. We support the quality work.
Data Stays With You
Every audit report, scorecard, and trend analysis remains in your hands.
Built By QA Veterans
Founder with 12+ years scaling QA at Amazon, Salesforce, and hypergrowth startups.
Proven Outcomes
Clients see 15-25% improvement in team quality scores and 50% reduction in disputes within 90 days.
Your Leadership Responsibilities
We handle audits. You lead the coaching conversations.
Scorecard Approval
Work with us to define what quality looks like for your team.
Frequency: One-time setup
What this involves:
- Review proposed scorecard categories
- Confirm scoring weights and thresholds
- Approve sampling strategy
Ty Givens · Founder
Built by someone who's had to build QA from zero, more than once
I've been hired to run Support at ShoeDazzle, Thrive Market, and Joany. At every one of them, there was no functional quality program in place. I had to build the scorecards, run the calibration sessions to get bias out of the scoring, and set up the team to actually do the monitoring, on top of everything else already on my plate.
At one company, even with a team of four, we could only get to 10% of our contacts. That's not statistically viable, and it wasn't fair to the agents being scored off whichever tickets happened to get pulled.
I built this program with that experience built in. I know what it actually takes to build and maintain real quality while juggling everything else a support leader owns. One fee covers it. No licenses, no admin. Just results.
Programs built from scratch
3 companies, zero to fully running
Manual review ceiling we hit
~10% of contacts, 4-person team
What we fixed
Statistically sound sampling
Common Concerns — Addressed
Real questions from real leaders evaluating managed QA services.
Will This Take Over Our QA Process?
Not at all. Your leadership team maintains full control. We handle the audits and provide coaching insights. You decide what coaching to give and how to use the data. Think of us as your extended QA department, not a replacement.
How Much Time Will This Actually Save Our Leaders?
Most teams report 6-10 hours per week saved from manual audits. That time shifts to strategic coaching, team development, and performance improvement—the parts that actually move the needle.
What Happens to Our Data and Reports?
Your data stays in your Zendesk instance. All reports, scorecards, and coaching insights remain in your account. You own everything. We never resell or repurpose your QA data.
What If We Change Our Mind or Outgrow This?
No long-term contracts. If your team grows beyond 20 agents, we help you transition to a larger QA model or scaled partnership. You are never locked in.
How Is This Different From Standard QA Consulting?
Consulting is one-time advice. We deliver ongoing, managed quality audits every week with expert scoring, AI acceleration, and coaching summaries your leaders can use immediately.
Still have questions? We are happy to hop on a brief call to discuss your specific situation and answer any remaining concerns. No pitch—just honest conversation about whether this is the right fit for your team.
Common Questions
Everything you need to know about our quality partnership.
Apply for Early Access
Quality Over Quantity
To ensure every client receives the calibration, onboarding, and support required for success, we intentionally limit the number of organizations onboarded each quarter.
Ready to Transform Your QA Program?
We have capacity for 10 clients and are currently building the waitlist for onboarding. We'll review your application and contact you to discuss whether this is the right fit for your team.