Call Center QA Agent – Audit Support Calls in Minutes with AI
by Divam Digest
Listening to support calls for quality assurance and compliance is one of the most time-consuming tasks for QA teams. At DivamTech, we built a smart Call Center QA Agent that automates call auditing with speed and precision — without losing context or compliance accuracy.
📞 The Problem
- Manual QA reviews consume hundreds of hours every month
- Human reviewers can miss compliance violations or quality issues
- Auditing every customer interaction is not scalable
- Delayed feedback impacts agent performance and customer satisfaction
🤖 The AI Agent Solution
Our Call Center QA Agent automates the entire review workflow by:
- Accepting uploaded support call recordings
- Transcribing conversations into searchable text
- Evaluating calls against QA and compliance policies
- Detecting flagged moments and risky interactions
- Generating detailed QA/compliance reports instantly
⚙️ How It Works
- Interface: Form-based audio upload system
- LLM Used: AWS Bedrock – Claude 3.5 Sonnet
- Data Source: Uploaded customer support call recordings
- Processing: Speech-to-text + AI-driven QA analysis
- Output: Compliance scorecard and flagged interaction report
- Time to Launch: Easy
📈 Business Impact
- ⏱ Reduced QA analysis workload from 100 hours/month to just 4
- ⚖️ Improved compliance monitoring and policy adherence
- 📊 Enabled scalable auditing across all customer calls
- 👨🏫 Freed QA teams to focus on coaching and strategy instead of repetitive reviews
💼 Why DivamTech?
At DivamTech, we build domain-specific AI workflows designed for accuracy, compliance, and operational scale. Whether for healthcare, finance, or SaaS support teams, our AI agents help organizations automate quality reviews while maintaining trust and consistency.
Want to automate call auditing and compliance checks with AI?
Let’s build your AI QA agent → https://divamtech.com/contact