QA & Conversation Coaching

Empower excellent conversations

Ditch your spreadsheets and forms. Streamline your QA and coaching process today.

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With Pathlight QA, you get:

Flexibility

Customize questions and weights

Context

View tickets and conversations side-by-side with scorecards

Comments

Comment during and after scoring to spark discussion

Analytics

Measure QA by question, category, agent, and reviewer

Compliance

Auto-fail capabilities for compliance

Appeals

Ensure fairness through appeals process

Customize questions and weights

Customize review questions for consistency and objectivity of grading and your team’s specific needs. Apply weighting to questions for one overall score, and categorize questions into sections for summary scores.

Consolidate all of your metrics in one place

Adding QA to your Pathlight dashboards gives you a complete view of performance metrics for coaching and improving customer outcomes.

Customer service is the heart of any business, so it is extremely important to maintain and monitor the quality of each interaction.

Kendra Ross, Quality Assurance and Training Manager

Ready to get started?

Want to see a custom demo or get help finding the right plan? We'd love to chat.