How is AI QA scoring different from a traditional QA program?

Traditional QA reviews roughly 2% of calls; SurfacerIQ reviews 100%. Every scored criterion links back to the exact transcript moment that supports it, so supervisors can audit the AI just like they'd audit a human QA reviewer.

Can we build our own scorecards and categories?

Yes — the entire scoring model is configured to your taxonomy. You define the criteria, the weights, and the pass/fail thresholds; SurfacerIQ runs them across every call.

Does it replace our human QA team?

No. It changes what they do. Human reviewers stop spot-checking random calls and start calibrating the AI, handling escalations, and coaching against the signals SurfacerIQ surfaces.

Is it HIPAA compliant?

Yes. SurfacerIQ signs a Business Associate Agreement with every customer that may transmit PHI through the platform. See the HIPAA page for the full posture.

How does calibration work?

Supervisors can override any AI-generated score with a reason; those overrides feed back into calibration so scoring aligns with how your program actually evaluates behavior.

Which phone systems and CRMs do you integrate with?

SurfacerIQ integrates with major VoIP and CCaaS providers like 3CX, RingCentral, Intermedia, Bicom, Twilio, Zoom, and Microsoft Teams, plus common CRM and ticketing tools.

Product · Quality monitoring

Call center quality monitoring software that scores every call, not 2%.

Move from a QA team spot-checking a handful of calls a week to AI QA scoring across 100% of calls — with scorecards you actually control and coaching that lands where it matters.

Instantly integrated with your stack

What you get.

100% call coverage

Every call your team handles is scored — the escalations, the after-hours calls, and the ones your QA team would never have opened.

Custom scorecards

Configure scorecards against the exact behaviors, disclosures, and clinical or compliance checks your program requires.

Taxonomy-driven signals

Tag calls against your own taxonomy — patient safety, churn risk, escalations, script adherence — instead of a vendor's canned categories.

Coaching, not just reporting

Failed criteria and standout moments get routed to the right supervisor, with the transcript segment and audio ready to review.

Auditor-ready evidence

Every score links back to the transcript, the caller, the agent, and the calibration history — so you can defend the number.

Trends leaders can act on

Roll-ups by agent, team, site, and program show where behavior is drifting before it becomes a complaint or an audit finding.

The 2% problem

Traditional call center QA reviews about 2% of calls. In a regulated contact center that is not a quality program — it is a hope. The 98% of calls that nobody opens are where the missed disclosures, the safety signals, and the churn events actually live. When a regulator asks how you know your team is doing the right thing, the honest answer under a sampling model is: you don't.

SurfacerIQ replaces sampling with review of every call. That is the shift that makes a QA program defensible instead of aspirational.

How AI QA scoring works in SurfacerIQ

You define the scorecard. It might include compliance disclosures, script adherence, clinical intake steps, empathy signals, escalation handling, or program-specific checks. For each criterion, SurfacerIQ runs against the transcript and, where it matters, the audio — and produces a pass/fail or graded score with the exact evidence attached.

Because the scoring is grounded in the transcript, supervisors can click through from any score to the moment in the call it came from. There is no black-box grade — every point has a citation.

Building your own taxonomy

Off-the-shelf QA categories rarely match what a home health, hospice, DME, or RCM contact center actually cares about. SurfacerIQ lets you build your own taxonomy of signals — from "patient reported a fall" to "insurance verification not completed" — and score against it across every call. As programs evolve, the taxonomy evolves with them.

From score to coaching moment

A score that never reaches an agent doesn't change behavior. Failed criteria and exemplary calls route to the right supervisor with the transcript segment and audio queued up, so 1:1s stop being a scavenger hunt through recordings and start being a conversation about specific moments.

Trends by agent, team, site, and program surface where coaching is actually working and where a systemic issue — a broken workflow, a confusing script, a staffing gap — is masquerading as an individual performance problem.

Built to sit on top of your stack

SurfacerIQ integrates with the phone systems, CCaaS platforms, and CRMs contact centers already use, so QA scoring turns on without a telephony migration. Scores, tags, and evidence flow into the ticketing and case tools your supervisors already live in.