How Quallix delivers 100% call auditing

Ingesting every call

Full coverage starts with a boring problem: getting all of the audio, reliably, without changing how agents work. Quallix connects to the dialer, contact centre platform or recording store already in place and ingests completed calls along with their metadata — queue, agent, disposition, duration, customer reference.

Ingestion is treated as an accounting problem. Every call the source system reports must appear in Quallix, and any gap is surfaced as a reconciliation failure rather than silently dropped. A 100% claim is only meaningful if the denominator is verified.

Transcription across 88 languages

Calls are transcribed and diarised so each utterance is attributed to the agent or the customer, with timestamps that anchor every later finding back to the audio.

Quallix supports 88 languages, with 12 live in production today including Arabic and Spanish. Indian floors rarely speak one language per call, so code-switching mid-sentence between English and a regional language is handled as the normal case rather than an error condition.

PII is redacted in the stored transcript according to the retention and residency configuration for that client and region.

Scoring against a configurable rubric

The rubric is configuration, not a custom build. Teams start from their existing QA sheet, plus the default conduct checks for their sector — RBI fair-practice for recovery calls, disclosure requirements for insurance.

Each criterion is evaluated per call and returned with three things: a score, the evidence that produced it, and a confidence value. Low-confidence findings are routed to a human rather than asserted.

Because scoring is deterministic against a published rubric, two calls that behave identically score identically — which is the property that makes the output usable in a performance conversation.

Surfacing risk patterns

Reviewing every call generates far more findings than any team can read call by call. The useful unit is the pattern: a phrasing, an omission or a behaviour recurring across agents, queues or shifts.

Quallix clusters findings and ranks them by frequency, severity and trend. A compliance lead opens a ranked list of a few dozen patterns rather than tens of thousands of scored calls, and can drill from any pattern into the specific calls and timestamps behind it.

The reviewer workflow

Full coverage does not remove the reviewer; it changes what the reviewer does. Human time goes to disputed findings, low-confidence segments, calibration of the rubric and coaching built on evidence.

Disputes open the transcript at the exact utterance with the audio aligned, so a disagreement is resolved by listening to eleven seconds rather than re-auditing a call.

Exports carry the evidence with them, which matters when a regulator, an auditor or a client asks how a conclusion was reached.

What to expect in the first month

The first month is usually noisier than teams expect, because behaviours that were previously invisible become countable. That is the point, and it is also why the initial rubric calibration matters.

A realistic sequence: coverage verified in week one, rubric calibrated against a set of human-scored calls in week two, pattern reporting trusted by week three, coaching cycles running on it by week four.