QA Scorecards

A different way to analyze support quality.

Create your custom QA Scorecards and analyze the quality of your support
at scale using AI.

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QA Scorecards

Analyze support agents conversations at scale

Stop guessing.
Start scoring.

Manual QA covers 1–3% of support interactions. Our AI-powered scorecards analyze 100% of them, surfacing patterns, gaps, and coaching opportunities your team would never find on their own.

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How Kiwi improves support quality thanks to Zefi automated QA scorecards

How the leading travel company analyze hundred of thousands of conversations between agents and customers to identify support gaps and potential improvements.

Fully customizable scorecards

Built around your standards

No two support teams are alike, so why use a one-size-fits-all scorecard?

Design evaluation frameworks that reflect what actually matters to your organization. Define the questions, choose your criteria, and assign weights so that high-stakes behaviors score accordingly. Whether you're evaluating tone, resolution accuracy, compliance language, or empathy, you decide what good looks like.

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Automated analysis at scale

QA at the speed of AI

Reviewing conversations manually doesn't scale.

Our AI evaluates thousands of interactions simultaneously with the same consistency and rigor your best QA analyst would apply to just one. Every ticket, chat, and email scored automatically, without bottlenecks. Go from reactive spot-checking to proactive, comprehensive quality oversight across your entire support operation.

Get started

Automated analysis at scale

QA at the speed of AI

Reviewing conversations manually doesn't scale.

Our AI evaluates thousands of interactions simultaneously, with the same consistency and rigor your best QA analyst would apply to just one. Every ticket, chat, and email scored automatically, without bottlenecks. Go from reactive spot-checking to proactive, comprehensive quality oversight across your entire support operation.

Get started

Policy-based scoring

Grounded in your own playbook

Generic AI models don't know your refund policy, your escalation protocols, or the specific language your team is required to use. Ours can.

Feed in your internal documentation, SOPs, and compliance guidelines, and every conversation gets scored against the rules that are actually in force at your company. Accuracy that's contextual, not just statistical.

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Advanced analytics

See where quality breaks down

Surface the patterns that manual review misses.

Advanced analytics break down score distributions by agent, team, channel, topic, and time period, revealing exactly where quality gaps live. Spot the moments when scores dip, correlate them with ticket types or product areas, and understand whether issues are isolated or systemic.
Turn data into decisions, not just reports.

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Advanced analytics

See where quality breaks down

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Actionable coaching insights

Feedback that actually improves performance

Scores are only useful if they lead somewhere.

For every evaluation, agents and managers receive specific, evidence-backed feedback tied to real conversation moments, not generic observations. Highlight exactly where a response fell short, suggest how to handle it differently next time, and track improvement over successive interactions. Build a culture of continuous quality, one conversation at a time.

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Want to combine quant+qual insights?

Take a look at our new Automated Health Score.

The support you need to structure your customer data, with 0 effort

Our team of experts will be there to guide you
with the integrations of 100+ sources

We don't hand you a tool and a help doc. Our expert team designs your data pipeline logic with you, reconciling sources, selecting only the relevant signals, and building the taxonomy that makes your CX infrastructure truly yours. The result feels effortless. The work behind it isn't.