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Quality Assurance · Completed
Quality Management & Speech Analytics
Comprehensive quality evaluation platform with automated speech analytics, sentiment scoring, and compliance monitoring.
Quality AssuranceDuration: 5 monthsCompleted
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Project Overview
Built a quality management platform leveraging Genesys Cloud CX recording and speech analytics capabilities. The system provides automated call scoring using AI-powered speech analysis, keyword spotting, sentiment detection, and compliance validation. Includes calibration workflows and agent coaching modules.
Key Architecture Features
- AI-powered automated call quality scoring
- Real-time speech-to-text with keyword detection
- Sentiment analysis throughout the interaction lifecycle
- Compliance monitoring with automated flagging
- Agent coaching workflow with screen recording playback
- Custom evaluation forms with weighted scoring criteria
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