AI Support Quality Auditor
Build an AI support quality auditor to review interactions, coach agents, and link insights to Product Brain workflows.
MB
Max Beech
Head of Content
TL;DR
- AI quality auditing cuts manual QA time by 60% and boosts CSAT by 8% (Zendesk QA Benchmark, 2024) (Zendesk, 2024).
- Product Brain captures scoring, coaching tasks, and trends tieing to the support deflection performance review and CX experiment lab.
- AI analyses transcripts, highlights policy risks, and recommends coaching moments.
Key takeaways
- Replace random call sampling with systematic AI scoring across chat, email, and voice.
- Route coaching tasks to managers and agents with evidence attached.
- Measure QA coverage, improvement velocity, and customer outcomes.
- Why implement an AI support quality auditor
- Quality auditor workflow
- Mini case: QA at scale
- Risks, counterpoints, and next steps
- FAQ
AI Support Quality Auditor
Customers judge your brand by every support interaction. Manually reviewing tickets doesn’t scale. The AI support quality auditor scores every conversation, surfaces improvement opportunities, and feeds Product Brain with insights.
Why implement an AI support quality auditor
comprehensive coverage
AI reviews 100% of interactions, catching trends humans miss. It flags compliance issues, sentiment shifts, and training needs.
faster coaching
Managers spend less time hunting for examples and more time coaching, aligning with the AI sales coaching feedback loop methodology.
| Quality dimension | What AI checks | Outcomes |
|---|---|---|
| Resolution | Accuracy, completeness | Reduced reopen rates |
| Empathy | Tone, responsiveness | Higher CSAT |
| Compliance | Policy adherence | Reduced risk |
| Knowledge gaps | Missing resources | Update backlog |
Quality auditor workflow
- Capture transcripts – integrate ticketing and voice platforms to ingest conversations.
- Score interactions – AI evaluates quality dimensions, producing scores and rationales.
- Route coaching – Product Brain assigns coaching tasks, embeds clips, and tracks completion.
- Close the loop – update the knowledge base freshness tracker and support deflection performance review with findings.
- Report impact – dashboards track QA coverage, CSAT, and training effectiveness.
| Metric | Definition | Target | Owner |
|---|---|---|---|
| QA coverage | % interactions scored | ≥ 95% | Support ops |
| Coaching completion | Tasks completed on time | ≥ 90% | Team leads |
| CSAT delta | Improvement post coaching | +0.2 per quarter | Customer success |
| Compliance incidents | Violations detected | ↓ 50% YoY | Compliance |
Mini case: QA at scale
Healthcare SaaS “CareLink” implemented the AI support quality auditor. QA coverage jumped from 10% to 100%, CSAT rose 0.4 points, and compliance incidents dropped 60%. Insights fuel the CX experiment lab to prioritise experience improvements.
Risks, counterpoints, and next steps
Protect privacy
Mask personal data and follow regional regulations. Consult policies from the AI governance training bootcamp.
Avoid punitive culture
Use audits to coach, not punish. Share positive feedback and celebrate improvements.
Ensure transparency
Explain scoring criteria to agents. Provide access to their transcripts and improvement plans.
Summary + next steps
The AI support quality auditor keeps customer interactions high-quality at scale. Analyse conversations, score performance, coach agents, and measure outcomes. Review metrics weekly, run retros monthly, and iterate quarterly.
- Now: Integrate support platforms with Product Brain for transcript ingestion.
- Next 2 weeks: Launch AI scoring and pilot coaching workflows.
- Quarterly: Evaluate CSAT and compliance trends, adjust rubrics, and expand coverage.
CTA for support and operations leaders: Activate your Product Brain workspace to scale quality assurance with AI.
FAQ
Can agents review their scores?
Yes -provide a dashboard with transcripts, scores, and coaching notes.
How do we customise rubrics?
Tailor dimensions by tier, language, or product, and adjust weights based on business goals.
Does AI replace human QA?
No -AI handles initial scoring; humans review edge cases, refine rubrics, and coach agents.
Author
Max Beech, Head of Content
Last updated: 17 May 2025 • Expert review: [PLACEHOLDER], Director of Support Quality