Accurate QA at scale
Create consistent evaluation, meaningful coaching and measurable behaviour change.
Accurate, AI enhanced QA at scale isn't just aboutevaluating more conversations. It's about creating trusted insights thatimprove coaching, capability and performance.
The problem we solve
AI-assisted quality assessment gives organisations access tomore conversation data and visibility than ever before. But more data doesn't automatically create better insight, coaching or performance improvement.
Many organisations still struggle to identify which customer experience behaviours actually drive performance outcomes and how those behaviours should be assessed consistently.
We help organisations define the customer experience behaviours that matter most, align them to key performance outcomes, and train AI to assess those behaviours accurately and consistently at scale.
When quality assessment at scale is aligned to the behaviours that drive performance:
- Leaders gain visibility of the behaviours influencing performance outcomes
- Team members receive specific feedback they can apply intheir very next customer interaction
- Coaching becomes more targeted, practical and effective
- Trust and confidence in the assessment process increases
- Behaviour change becomes visible, measurable and easier to sustain
When deployed well, AI-enhanced quality assessment becomes a scalable capability that helps organisations improve coaching quality, accelerate capability development, create more consistent customer experiences, and deliver performance outcomes.
Our point of view
What we do
- Assess what your people need to do differently, based on performance goals and strategy
- Define observable micro-behaviours aligned to CX, compliance, and risk
- Calibrate AI and human evaluation against the same behavioural standards
- Translate evaluation outputs into practical development plans
- Design governance and change rhythms so AI adoption builds trust, not resistance
What we don't do
- Generic AI insights disconnected from behaviour
- One-off AI projects without embedment
- Governance layers that slow practical improvement
How we work
We translate strategy and standards into observable behaviours.
For example:
- Checks customer understanding before offering options
- Explains reasons using plain, simple language
This removes ambiguity and strengthens calibration confidence.
We align humans and AI to the same definitions (using de-identified samples where required).
Calibration focuses on:
- Behaviour accuracy
- Compliance interpretation
- CX judgement alignment
This builds trust in AI outputs and increases leadership confidence in data.
Importantly, this work is driven by operational leaders — not treated as an IT implementation.
AI detection is only valuable when it shapes behaviour.
YakTrak enablement (optional) helps leaders:
- See exactly which behaviours to coach
- Set short, practical goals
- Track improvement clearly
- Follow a rhythm that fits real work
Leaders coach with precision. Teams know what to improve.
We design a rhythm where:
- Every issue has an owner
- Actions have due dates
- Evidence is captured
- Improvements are verified
Detection becomes defensible remediation.
What changes
First (leading indicators)
- Stronger AI–human calibration
- Reduced disputes about scoring
- Behaviour-specific coaching
- Faster resolution of repeat issues
Over time
- Clear alignment between CX, compliance and coaching
- Reduced variability across teams
- Measurable behavioural uplift linked to defined standards
- Increased executive confidence in AI-supported QA
Frequently asked questions
Got questions? These FAQs explain what YakTrak is, how it fits, and the outcomes to expect so you can choose the right pathway with confidence.
Not always.
Start with Platform if behaviours/frameworks are defined and you need execution, visibility and evidence.
Start with Consulting if "what great looks like" needs clarifying or your context requires bespoke design.
Choose Both for the fastest path in complex rollouts.
Next steps
Map your evaluation challenges and see the behaviours that matter most for your teams.