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Speech + compliance agents
PremierNX QA Evaluation System
A multi-client call-center QA platform that transcribes recordings, scores agents against configurable rubrics, and produces evidence-backed compliance reports.
4+ hrs/day saved80% QA workload reductionEvidence-backed scoring
Problem
Manual call audits were slow, inconsistent, and difficult to scale across clients with different compliance forms and scoring policies.
Approach
- Built pluggable transcription providers so the platform could adapt to cost, quality, and availability constraints.
- Modeled scoring criteria with configurable forms, mandatory items, and zero-tolerance policies.
- Used LLM reasoning to attach comments, evidence, timestamps, and explanations to each score.
Architecture
- Audio upload triggers transcription and normalization.
- Criteria engine loads client-specific QA forms.
- Evaluation agents score each criterion and return evidence.
- Admin dashboards expose totals, comments, and audit history.
Production
- PII handling and redaction patterns protect sensitive transcripts.
- Token and transcription cost tracking keep AI usage visible.
- Role-based access and audit logs support enterprise review.
Result
QA review shifted from repetitive manual listening toward faster evidence review, exception handling, and coaching.
Stack