See what’s really happening in your contact center

Most financial institutions review less than 1% of customer interactions, leaving compliance risks, fraud signals, and revenue opportunities hidden in the other 99%.

CoachQA evaluates 100% of conversations against your SOPs, so nothing gets missed.

SEE COACHQA IN ACTION

SOC 2 Ready • Zero PII Stored • Works with Any CCaaS

Posh Informs You of Compliance Issues, Missed Revenue, and Fraud Risk

When you’re only reviewing a fraction of calls, it’s hard to know if service quality is actually improving. CoachQA changes that, analyzing far more interactions and directly tying agent performance to real member experience.

John Miller

Vice President, Call Center Operations & Strategy
Citadel Credit Union

CoachQA gives us visibility into every member interaction, so we can spot trends faster, act sooner, and consistently deliver better experiences.

Stephanie Harney

SVP Member Experience
Chartway Credit Union

The problem you’re facing

Your managers spend 5+ hours per week manually reviewing just a few calls out of the 3,000+ your team handles. Meanwhile:

Compliance gaps go unnoticed

Violations slip through until audit time, when the cost is already real.

Revenue is lost in plain sight

Agents miss cross-sell and upsell opportunities across thousands of conversations every week.

Fraud signals aren’t caught early

Social engineering and account takeover attempts happen in real calls, but sampling QA never sees them.

You’re coaching blind

Decisions are made without visibility into what’s actually happening in 99% of interactions.

The financial impact of blind spots

For every 20 agents in your call center:

4,000+

interactions per week that go completely unreviewed

Lost revenue

opportunities and undetected compliance issues

$1.9M

in wasted manual QA effort every year

Regulatory risk

associated with exposure from sampling-based QA

What if you could see everything?
AI-powered oversight. 100% coverage.

CoachQA replaces sampling with complete visibility, analyzing 100% of interactions using AI that understands your SOPs, retrieves the right context, and evaluates every conversation like your best QA manager would.

RETRIEVAL-AUGMENTED EVALUATION (RAE)

AI that knows what should have been said

CoachQA doesn’t rely on keywords or generic scoring. For every conversation, it dynamically retrieves the exact SOPs, scripts, and policies relevant to that interaction, then evaluates both:

What the agent said
What they should have said

So every score is grounded in real context, not assumptions.

VOICE OF CUSTOMER INTELLIGENCE

See what your customers or members are actually telling you

CoachQA surfaces patterns across every interaction (complaints, sentiment shifts, unmet needs) so your contact center becomes a source of business intelligence, not just QA.

HOW WE’RE DIFFERENT

Built for institutions that can’t afford blind spots

Every part of CoachQA is designed for regulated, high-risk environments where accuracy matters.

100% interaction coverage

Move from <1% sampling to complete visibility.

SOP-aware AI

Evaluate conversations against your actual procedures, not generic scorecards.

Deep evaluation, not keyword matching

Understand what agents should have said, not just what they did say.

Enterprise-ready infrastructure

SOC 2 ready, zero PII persistence, and full audit trails.

HOW IT WORKS

From conversations to coaching, in four steps

Simple to implement. Powerful in impact.

STEP 1
Connect your conversations

Integrate with any CCaaS or upload recordings and transcripts.

STEP 2
Build your knowledge base

Upload SOPs or generate Knowledge Notes automatically.

STEP 3
Evaluate with context

AI retrieves relevant context and scores both substance and style.

STEP 4
Coach with confidence

Get prioritized insights, trends, and actionable coaching opportunities.

Every missed interaction is a missed opportunity, or a hidden risk.

CoachQA gives you full visibility so you can act with confidence, improve performance, and protect your institution.

See CoachQA in Action ➝

SOC 2 Ready • Zero PII Stored • Works with Any CCaaS

FAQs

What exactly does CoachQA do?

CoachQA analyzes 100% of your calls against your SOPs, scoring both what agents said and how they said it, while surfacing compliance gaps, fraud risks, and missed revenue opportunities.

How is CoachQA different from traditional QA or speech analytics tools?

Traditional QA reviews <1% of calls, and speech analytics relies on keyword matching. CoachQA uses AI to evaluate every interaction with full context, based on your SOPs, not generic rules.

Do we need to replace our existing CCaaS or QA tools?

No. CoachQA works alongside your existing systems and integrates with any CCaaS platform, no rip-and-replace required.

What use cases does CoachQA support?

CoachQA supports contact center QA, compliance monitoring, agent coaching, fraud detection, and revenue optimization. It also extends to collections teams, loan operations, and any workflow with recorded customer interactions.

How is CoachQA better than manual QA?

Manual QA reviews less than 1% of calls and takes hours every week. CoachQA evaluates 100% of interactions instantly, giving you complete visibility, consistent scoring, and actionable insights without the manual effort.

Is there proof that this actually works?

Yes. Teams using CoachQA move from <1% to 100% interaction coverage, save hundreds of hours per week in manual QA time, and uncover compliance risks, fraud signals, and revenue opportunities that sampling-based QA misses.

How does CoachQA ensure accuracy in evaluations?

CoachQA uses Retrieval-Augmented Evaluation (RAE) to dynamically pull in your SOPs, scripts, and policies, ensuring every interaction is evaluated against the right context.

Is customer and sensitive data secure?

Yes. CoachQA is built for financial institutions with zero PII persistence, encryption in transit and at rest, and SOC 2-ready infrastructure.

What kind of ROI can we expect?

Teams typically see hundreds of hours saved per week in manual QA, reduced compliance risk, and increased revenue capture from previously missed opportunities.