Continuously scoring
100%
Every interaction scored
Continuous auto-QA across every channel. Coverage that grows while supervisors stay in control.
What is Orvera AI Quality Management?
Orvera AI Quality Management is the automated QA layer that scores 100% of conversations, human-handled and AI-handled, across every channel Orvera runs. Orvera applies your own scorecards, weights, and fatal compliance checks to each interaction, links every result to the transcript evidence behind it, and reaches full-coverage scoring in 1 to 2 weeks.
Why automated QM
Why replace manual QA sampling with automated quality management?
Orvera AI Quality Management replaces manual sampling because a sample leaves most quality and compliance behavior unseen. Orvera scores every interaction instead, human-handled and AI-handled, across every channel, on the scorecards your evaluators already use. Each result carries the transcript evidence behind it, so supervisors coach from what was actually said rather than from a hand-picked few calls.
Manual sampling
A sample of conversations reviewed
- Only a fraction of conversations reviewed
- Inconsistent, manual scorecards
- Scores without evidence
- Findings that rarely drive change
Automated QM
100% scored, automatically
- 100% of interactions scored
- Process-specific scorecards
- Every score linked to evidence
- Insight that drives coaching and change
One quality view
What goes into an Orvera AI Quality Management score?
An Orvera AI Quality Management score combines the full interaction transcript, the scorecard written for that process with its weighted criteria, the compliance rules that apply to that workflow, and sentiment across the conversation. Fatal compliance checks are marked separately from scored criteria, and every criterion result links back to the exact transcript moments behind it.
Transcript
Process standards
Compliance rules
Sentiment
Interaction evidence
Interaction #QA-48201 Auto-evaluated · Pass
LiveWeighted average92 · Pass
ComplianceAll checks met
Criteria met6 of 7
SentimentPositive · 92
Every score linked to evidence
How it works
How does Orvera AI Quality Management work?
Orvera AI Quality Management works by evaluating every conversation against the scorecard written for that process, on every conversation. Each interaction on voice, chat, email, and every other channel Orvera runs is scored on weighted criteria and fatal compliance checks, linked to the transcript evidence behind each result, then grouped into coaching themes supervisors act on.
01 Evaluate
Evaluate every interaction
Move from limited manual reviews to continuous visibility. Inbound and outbound calls, chats, emails, and assisted interactions are auto-evaluated, every one.
02 Scorecards
Scorecards around every process
Quality standards that match how each process actually works. Parameters, weights, pass/fail logic, and fatal compliance checks adapt to the industry, channel, and workflow being measured.
03 Evidence
Connect every score to evidence
Every score is explainable. Weighted scores, criteria results, compliance outcomes, and sentiment link back to the exact transcript evidence behind them, so supervisors see why a conversation passed or failed.
04 Drivers
Surface drivers behind quality & compliance
Identify the patterns across teams, processes, and channels: missed disclosures, weak closings, unresolved interactions, prioritized by audit readiness and customer-experience impact.
05 Improve
Turn QA insight into improvement
Convert findings into action: coach agents with transcript-backed evidence, improve AI agent prompts and scripts, and refine the workflows where QA reveals repeated friction.
Evaluate
Evaluate every interaction
Move from limited manual reviews to continuous visibility. Inbound and outbound calls, chats, emails, and assisted interactions are auto-evaluated, every one.
Scorecards
Scorecards around every process
Quality standards that match how each process actually works. Parameters, weights, pass/fail logic, and fatal compliance checks adapt to the industry, channel, and workflow being measured.
Evidence
Connect every score to evidence
Every score is explainable. Weighted scores, criteria results, compliance outcomes, and sentiment link back to the exact transcript evidence behind them, so supervisors see why a conversation passed or failed.
Drivers
Surface drivers behind quality & compliance
Identify the patterns across teams, processes, and channels: missed disclosures, weak closings, unresolved interactions, prioritized by audit readiness and customer-experience impact.
Improve
Turn QA insight into improvement
Convert findings into action: coach agents with transcript-backed evidence, improve AI agent prompts and scripts, and refine the workflows where QA reveals repeated friction.
Inside auto-QA
What can Orvera AI Quality Management do?
Orvera AI Quality Management gives operations and CX leaders full-coverage scoring on 100% of interactions, on both human-handled and AI-handled conversations. Orvera builds a scorecard around each process, applies weights, thresholds, and fatal compliance checks, ties every criterion result to transcript evidence, surfaces the drivers behind repeat failures, and reports quality, compliance, and sentiment in one governed view.
Coverage · all interactions0% sampled
100%
Scored
Every interaction auto-evaluated
Voice, chat, email, AI agents, and Agent Assist, not a sample.
Voice4,120100%
Chat3,880100%
Email2,540100%
AI agents5,210100%
Assisted1,970100%
01 / 07
- Coverage · all interactions0% sampled100%Scored
Every interaction auto-evaluated
Voice, chat, email, AI agents, and Agent Assist, not a sample.
Voice4,120100%Chat3,880100%Email2,540100%AI agents5,210100%Assisted1,970100%01Evaluate every interaction
Move quality management from limited manual reviews to continuous visibility across customer interactions. Orvera AI helps teams understand service quality across voice, chat, email, AI agents, Agent Assist, and human-led conversations without depending only on random sampling.
- Analyze inbound calls, outbound calls, chats, emails, and assisted interactions
- Review AI agent conversations, human agent conversations, and Agent Assist workflows
- Track quality across campaigns, departments, queues, processes, and channels
- Expand QA coverage while keeping supervisors and quality teams in control
- Scorecard · Billing support WeightedGreeting & verification15%Active listening15%Problem resolution30%Professional closing10%Compliance disclosureFatal checkWeighted score92Pass02
Build scorecards around every process
Create quality standards that match the way each enterprise process actually works. Orvera AI's QM adapts parameters, weights, pass/fail logic, and compliance rules according to the industry, organization, channel, and workflow being measured.
- Define criteria for greeting, active listening, problem resolution, compliance disclosure, professionalism, closing, and more
- Configure weights, thresholds, required parameters, and fatal compliance checks
- Support industry-specific standards, enterprise SOPs, campaign rules, and department-level workflows
- Keep QA consistent while allowing each process to have its own quality definition
- One QA layerUnifiedStructured QA across automation, assisted service & human teamsAI agents94Human agents88Agent Assist9103
Bring AI, human, and assisted interactions into one QA layer
Unify quality management across every type of service execution. Whether the interaction is handled by an AI voice agent, a chat agent, a human agent, or a human agent supported by Agent Assist, Orvera AI applies structured QA to understand what happened and how well the process was followed.
- Evaluate AI agents taking calls, chats, emails, or process-driven conversations
- Run separate auto-QA for human agents making or receiving calls
- Review Agent Assist performance by comparing guidance, agent behavior, and interaction outcomes
- Compare quality performance across automation, assisted service, and human teams
- QA record#QA-48201Weighted avg92 · PassCriteria met6 of 7ComplianceAll metSentimentPositive · 92Transcript evidence · 00:14
“I can confirm the duplicate charge, I've reversed it for you.”
Every score linked to the evidence behind it - explainable QA04Connect every score to interaction evidence
Make every quality score explainable and reviewable. Orvera AI connects weighted scores, criteria results, compliance outcomes, and sentiment to the exact interaction evidence behind them, helping supervisors understand why a conversation passed, failed, or needs review.
- View weighted average, criteria met, compliance status, and sentiment in one QA record
- See parameter-level feedback for every evaluated criterion
- Link scores to transcript evidence, customer statements, agent responses, and interaction summaries
- Understand whether failures came from script gaps, missed disclosures, weak resolution, or agent execution
- Quality drivers Top gapsMissed compliance disclosures214Weak closings158Unresolved interactions124Incomplete greetings83Prioritized by audit readiness & customer-experience impact05
Surface the drivers behind quality and compliance outcomes
Identify the patterns that explain performance across teams, processes, and channels. Orvera AI shows where customer interactions are breaking down, why compliance is failing, and which behaviors most affect service quality.
- Detect missed compliance disclosures, incomplete greetings, weak closings, and unresolved interactions
- Identify recurring issues across campaigns, bots, agents, queues, and departments
- Separate tone and professionalism issues from process and compliance failures
- Prioritize the quality gaps most likely to affect customer experience, audit readiness, and operational performance
- Improvement · trackedIn motionAppliedCoach agentsTranscript-backed evidenceAppliedImprove AI promptsScripts, disclosures, routingAppliedRefine workflowsWhere friction repeatsAfter changes shippedCompliance +9 pts06
Turn QA insight into service improvement
Convert quality findings into focused operational action. Orvera AI helps teams move from scorecards and reporting into coaching, workflow refinement, AI agent improvement, and process governance.
- Coach human agents using clear feedback and transcript-backed evidence
- Improve AI agent prompts, scripts, disclosures, routing, and handoff behavior
- Refine workflows where QA reveals repeated friction, unresolved requests, or missed next steps
- Track whether quality, compliance, and resolution improve after changes are made
- Executive qualityLast 30 daysQA score trend+13 ptsQA score91Compliance98%Sentiment+18Governed access Auditableacross teams07
Give leaders one executive quality view
Make quality performance visible, measurable, and decision-ready for leadership. Orvera AI gives operations, CX, compliance, and contact center leaders one place to understand how service is being executed across the enterprise.
- Bring quality scores, compliance results, sentiment, criteria trends, and interaction evidence into dashboards
- Compare performance across AI agents, human agents, teams, channels, campaigns, and processes
- Track QA trends across every channel and Agent Assist workflows
- Support governed access, auditability, reporting, and enterprise quality oversight
Capabilities
What features does Orvera AI Quality Management include?
Orvera AI Quality Management includes automated scoring of 100% of conversations, process-specific scorecards with configurable criteria, weights, and thresholds, and fatal compliance checks on required disclosures. Orvera also ships sentiment and tone analysis, scores linked to the exact transcript evidence behind them, coaching views built from those results, and governed reporting with role-based access and a retained audit trail.
Process-specific scorecards
Criteria, weights, thresholds, and pass/fail logic tuned to each industry, department, campaign, and workflow.
GreetingListeningResolutionClosing
Fatal compliance checks
Required disclosures flagged as fatal, every time they are missed.
DisclosuresSOPsAudit
AI, human & assisted QA
One QA layer for AI agents, human agents, and Agent Assist workflows.
Sentiment + criteria
SentimentToneProfessionalism
Evidence-linked scores
Every score linked to transcript evidence, customer statements, and agent responses.
Coaching from real evidence
Clear, transcript-backed feedback that drives human agent and AI agent improvement.
Governed reporting & audit
Governed access, auditability, and enterprise quality oversight for leadership.
Quality lifecycle
How is Orvera AI Quality Management deployed?
Orvera AI Quality Management is deployed in four steps and reaches full-coverage scoring in 1 to 2 weeks. Orvera loads the evaluation forms, rubrics, and compliance checks your team already uses, calibrates auto-scores against your own QA analysts on a sample set, then scores every interaction with evidence and timestamps and groups the low-scoring moments into coaching themes for each human agent and team.
01
Load your scorecard
Your existing evaluation forms, compliance checks, and rubrics become automated scorecards - the same criteria your team already trusts.
02
Calibrate on real calls
Auto-scores are calibrated against your QA analysts on a sample set until the AI grades the way your best evaluators do.
03
Score every interaction
Once calibrated, every call, chat, and email is scored automatically with evidence and timestamps - nothing goes unreviewed.
04
Coach from the gaps
Low-scoring moments group into clear coaching themes per agent and team, so supervisors open a theme and coach from the examples already attached to it.
Speed to value
How fast does Orvera AI Quality Management go live?
Orvera AI Quality Management reaches full-coverage scoring in 1 to 2 weeks. Quality Management runs on the scorecards evaluators already use, calibration is a quick pass against the best reviewers, and 100% of conversations are scored, human-handled and AI-handled alike. Timelines depend on scorecard complexity and calibration depth.
1-2weeks
to full-coverage scoring.
- Runs on the scorecards your evaluators already use
- Calibration is a quick pass against your best reviewers
- 100% of conversations scored, human-handled and AI-handled alike
Timelines depend on scorecard complexity and calibration depth.
Enterprise-ready
How is Orvera AI Quality Management governed and secured?
Orvera AI Quality Management ties every score to transcript evidence, controls who can change one, and keeps the record of what changed. The same rubric applies across every team, channel, and interaction type, so there is no evaluator drift. Reporting, calibration, and score overrides are permission-controlled, and disputes are logged and retained for audit. Orvera is SOC 2 Type II certified, HIPAA compliant, and GDPR compliant.
Evidence for every score
Each result links to the exact transcript moments and criteria behind it.
Calibrated and consistent
The same rubric applies to every agent, team, and channel, with no evaluator drift.
Audit-ready trail
Scores, changes, and disputes are logged and retained for compliance.
Governed access
Reporting, calibration, and score overrides are permission-controlled.
How do you get started with Orvera AI Quality Management?
Getting started with Orvera AI Quality Management begins with a demo and your existing scorecards. Orvera builds, deploys, and runs the module on your current stack. Full-coverage scoring is live in 1 to 2 weeks, with every score linked to the transcript evidence behind it.