Quality assurance in most contact centres is a sampling exercise. A supervisor pulls a handful of calls per agent per month, scores them by hand against a spreadsheet rubric, and files the result. The sample is small, the scoring is slow, and by the time a pattern is visible it is weeks old.
Q-Max Rubrica takes the rubric you already trust and applies it to every conversation that passes through the platform — voice, chat, email and messaging alike.
Your rubric, not ours
Rubrica does not ship an opinion about what good service looks like. You define the criteria, the weightings and the pass thresholds; Rubrica evaluates against them and shows its working. Every score links back to the moment in the transcript that produced it, so a disputed result can be checked in seconds rather than argued from memory.
- Build scorecards from weighted criteria — compliance statements, tone, resolution, process adherence.
- Score every interaction across every channel, not a monthly sample.
- Jump from any score straight to the cited passage in the transcript.
- Calibrate against human reviewers and track where the model and your supervisors disagree.
- Route low scores into coaching queues automatically.
What changes operationally
Moving from a sample to full coverage changes what QA is for. Instead of a disciplinary record assembled after the fact, it becomes a live signal: which processes confuse people, which scripts fail, which queues are drifting. Supervisors stop spending their week scoring and start spending it coaching.
Rubrica is available to Q-Max customers now. To see it against your own rubric, get in touch and we'll set up a walkthrough.