Automated Quality Assurance (QA)

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Implementing AI-led QA in contact centers can improve CSAT scores by 20–25% through better coaching and faster feedback.‍

1. What is automated quality assurance (QA)?

Automated Quality Assurance (QA) refers to using software tools or AI to automatically test and validate product performance, functionality, and compliance. It replaces manual QA tasks with automation, increasing speed, accuracy, and scalability. In contact centers, platforms like Convin automate QA by reviewing 100% of customer interactions to ensure agent performance, policy adherence, and customer satisfaction.

2. What is automated testing in QA?

Automated testing in QA involves writing scripts or using tools to run repetitive test cases automatically. It validates code changes, catches bugs early, and ensures consistent software behavior. In customer experience environments, automated testing can include voice call analysis, sentiment detection, and compliance monitoring, areas where Convin delivers end-to-end quality checks.

3. How to automate a QA process?

To automate a QA process:

• Define test objectives and metrics
• Use QA tools or AI platforms for automation
• Integrate with your CI/CD or CRM systems
• Review insights and refine logic

For contact centers, Convin simplifies QA automation by monitoring every call, scoring agents, tagging issues, and generating real-time coaching actions.