100% Automated QA Coverage Playbook
Applies a structured QA rubric to every conversation to replace sample-based quality assurance. Scores script adherence, empathy, policy compliance, and call handling standards at scale.
Start building
Deploy this kit stack into your workspace. Customize bricks, scoring, and outputs to match your team.
Without this playbook
Most teams handle 100% automated qa coverage through scattered call reviews, manager opinion, and isolated examples. Without a shared operational definition, the signals stay inconsistent and difficult to act on across volume.
With this playbook
A shared, repeatable lens for 100% automated qa coverage - with structured outputs you can route into coaching, reporting, and workflow automation. Every conversation produces evidence, not just opinions.
Built for
QA managers, compliance officers, and operations leads
When teams use it
- Automated QA scoring at full coverage
- Compliance audit preparation
- Exception and escalation routing
The operational stack
2 kits behind this playbook
Sample-based QA catches problems after they have already scaled. This stack replaces sampling with full coverage across three dimensions: the core QA rubric that scores overall call quality and handling, script adherence that flags deviations from approved talk tracks, and empathy and tone scoring that catches the human side of service delivery. Running all three on every conversation means QA teams review exceptions, not random samples.
QA Scoring Kit
4 bricks
Applies structured rubric covering quality and call handling standards.
Included bricks
Customize this kitScript Adherence Present
BooleanDetects adherence or divergence from approved scripts
Policy Compliance Present
BooleanDetects policy compliance within conversation flow
Empathy And Tone Score
ScoreScores empathy and tone attributes
Call Standard Rubric Score
ScoreApplies overarching QA scoring rubric across conversation segments
Script Adherence Kit
4 bricks
Detects deviations from approved scripts.
Included bricks
Customize this kitApproved Script Present
BooleanDetects presence of approved script lines
Deviation Present
BooleanFlags deviations from approved script structure
Script Segment Type
CategoryClassifies which script segment a line belongs to
Script Completeness Score
ScoreScores how complete script adherence is over the conversation
Knowledge base
Supporting materials
The kits in this playbook work best when backed by reference materials that ground the evaluation. Upload these into your workspace knowledge base to improve accuracy and relevance.
Learn more about Knowledge BasesQA scoring rubrics and evaluation criteria
Approved call scripts and talk tracks by scenario type
Empathy and tone guidelines and training materials
Call handling procedures and escalation protocols
QA calibration session documentation and scoring benchmarks
Structured output
What you get back
Every conversation processed through this stack produces a structured JSON object. Each brick contributes a typed field - booleans, scores, categories, or string lists - that you can route, aggregate, and report on.
Example output shape
{
"script_adherence_present": true,
"policy_compliance_present": true,
"empathy_and_tone_score": 7,
"call_standard_rubric_score": 7,
"approved_script_present": true,
"deviation_present": true,
"script_segment_type": "Strong",
"script_completeness_score": 7
}In practice
How teams use these outputs
The structured outputs from this stack integrate into your existing workflows. Use them wherever you need repeatable, evidence-based signal from conversations.
Automated QA scoring at full coverage
Compliance audit preparation
Exception and escalation routing
Agent performance reporting
Get started
Deploy this playbook in your workspace
Customizing creates a workspace-owned draft with this playbook's full kit stack. Adjust bricks, scoring, and outputs to fit your team, then publish when ready.