Five Quality Assurance Options to Compare for Your Call Center

Start with your evaluation process: how calls reach reviewers, how criteria are scored, how disagreements are resolved, and what happens after feedback. Ask each vendor to demonstrate that sequence using your scorecard and representative recordings. For automated evaluations, compare individual answers with trained reviewers’ assessments, including calls where context changes the correct judgment.

1. JustCall: For Calling Teams Needing AI Call Scoring

JustCall is worth evaluating when you need a calling platform with AI scoring for conversation review and coaching. Its documentation describes scoring based on factors including sentiment, keyword usage, brand guideline adherence, and call flow.

Check its limits against your QA process. JustCall documents AI Call Scoring for Pro Plus or higher and evaluates calls containing more than one minute of actual conversation. Ask separately about reviewer calibration, agent disputes, and evaluation approvals. Do not assume that an automated call score covers those formal QA requirements.

Explore JustCall’s AI Call Scoring

2. Scorebuddy: For Teams Building a Structured QA Program

Scorebuddy offers configurable scorecards, calibration, reporting, and coaching capabilities, alongside AI evaluation options. Consider it when your priority is maintaining a defined quality process across agents, reviewers, and teams.

Demonstrate the scoring rules that matter to your operation, including weighted criteria, questions that do not apply, and critical failures. Have multiple reviewers evaluate the same recording and inspect how scoring differences are handled. Confirm which subscription includes the automation, integrations, and reporting you need, and establish the ongoing work required to maintain scorecards and coaching plans.

3. evaluagent: For Combining Automated Checks With Human Review

evaluagent documents configurable scorecards with weighting and automatic-failure rules, reviewer work queues, calibration, and agent disputes. Its blended scorecards combine automated checks with human observations. Consider it when you want to expand evaluation coverage while retaining human judgment within the same process.

Test both straightforward criteria and questions requiring context. Ask how reviewers correct an automated result, how an agent challenges a score, and how changes to guidelines affect later evaluations. Confirm recording access, supported channels and languages, and the package required for the complete workflow.

4. Observe.AI: For Automated QA With Evidence Behind Scores

Observe.AI documents automated evaluation against your rubric, with transcript evidence supporting scores. It also describes manual QA workflows for disputes and appeals, plus calibration to align human and AI evaluations. Consider it when reviewers need to investigate why an interaction received a particular assessment.

Ask the vendor to score recordings your QA team has already evaluated. Inspect the evidence for incorrect answers and check how corrections enter the review process. Confirm integration requirements and recording coverage before estimating how many interactions the proposed deployment can evaluate.

5. Zendesk QA: For Support Teams Evaluating Quality Across Voice and Tickets

Zendesk QA offers automated evaluation across customer interactions, including voice, with standard categories and custom prompt-based criteria. Consider it when you want call quality evaluated alongside other support conversations.

Ask Zendesk to demonstrate access to recordings from your actual voice setup. Check how a reviewer moves between the recording, transcript, evaluation, and agent feedback. Confirm how manual review, reviewer calibration, and score disputes work in the proposed package. Establish subscription requirements and channel coverage before assuming that every call linked to a ticket can be evaluated.

Choose According to Your Evaluation Process

JustCall is a relevant starting point when calling and AI scoring are the immediate requirements. Scorebuddy, evaluagent, Observe.AI, and Zendesk QA deserve closer evaluation when you need a dedicated quality process with reviewer controls and structured feedback.

Compare products using the same scorecard and recordings. Assess agreement with trained reviewers, the time needed to resolve incorrect scores, and whether coaching actions receive follow-up. Confirm the full cost of licenses, automated evaluation allowances, integrations, and administration. Expanding coverage is useful when the evaluations are reliable enough to support decisions.

Confirm plan eligibility, language support, recording requirements, and evaluation conditions before starting. JustCall’s documented AI scoring excludes calls with one minute or less of actual conversation.

Affiliate disclosure: Contact Center Zone may earn a commission if you purchase through our JustCall links. Affiliate relationships do not determine our editorial recommendations.