Automated Quality Assurance (AQA) is the use of analytics and automation to assess contact-center interactions at scale against defined standards such as compliance statements, required disclosures, call handling behaviors, and customer experience signals. It typically analyzes call recordings and transcripts to detect patterns, score interactions, and surface exceptions for review.
Operationally, AQA matters because manual QA samples only a small portion of total volume and can vary by reviewer. By expanding coverage and applying the same checks across many calls, AQA helps leaders find process breakdowns, coaching needs, and compliance risks earlier, and track whether changes in scripts, training, or policies are improving performance over time.
AQA does not replace human QA; it shifts human effort toward investigating flagged calls, calibrating criteria, and coaching based on repeatable findings. The quality of results depends on clear definitions of what “good” looks like, reliable data (audio, transcripts, metadata), and ongoing tuning to reduce false positives and negatives.
