You changed how support gets delivered. unitQ Support QA is the independent quality layer across AI agents, BPOs, and in-house teams: one scorecard you own, not one written by the vendor that delivered the change.
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A rubric you own, applied the same way to every agent, with coaching evidence managers can use and a path from quality misses to the product themes behind them.
The AI agent vendor, helpdesk, or BPO that delivered your new support model isn’t a neutral grader of it. unitQ Support QA sits outside the delivery stack and applies your scorecard to every interaction, so quality is measured by the team that owns it rather than the team being measured.
Define the rubric once, covering tone, empathy, compliance, process adherence, handoff quality, and deflection accuracy, then apply it across every delivery mode and platform. Test it against real conversations before it goes live, so the first scores you publish are ones you can defend.
Every scored interaction surfaces the moment that moved the score: the skipped verification, the escalation that never happened, the handoff that dropped the customer. Managers coach from specific evidence instead of a sample of tickets and a hunch, and bots face the same scrutiny as people.
Wired to unitQ Monitor, quality misses link to contact reasons and product themes, so a pattern in the support queue points at whatever in the product is causing it. That’s the evidence that lets you expand automation instead of capping it.
unitQ Support QA is an independent quality layer for customer support. One scorecard grades AI agents, outsourced BPO teams, and in-house staff the same way, so the quality read you take to your exec team is yours rather than a vendor’s self-report.
Yes. unitQ Support QA grades third-party AI agents, BPO teams, and your own staff on the same rubric, independent of the agent vendor, helpdesk, or outsourcer running the conversation. You can test that rubric against real conversations before it goes live.
unitQ Support QA is wired to unitQ Monitor, so a quality miss can be traced back to the contact reason and the product theme behind it. Instead of stopping at coaching the agent, you can see which product issues are generating the contacts.
