For a BPO, QA isn't an internal metric; it's a contractual deliverable and the strongest slide in your renewal deck. Voxjar runs a separate scorecard for every client program and scores 100% of calls, so each account sees exactly the quality it's paying for.
Stand up a program's scorecard yourself and see scored calls the same day.
A client outsources their calls because they want the quality without the management. That makes QA the deliverable, and it makes the QBR the moment the whole relationship gets re-underwritten. Walk in with a hand-reviewed sample and you're defending your methodology; the client's one escalated complaint outweighs your fifty green checkmarks, because they know the sample proves almost nothing about the other calls. Walk in with scores on every call their program took and the conversation flips: you're presenting findings, recommending changes, acting like the partner they hoped they were hiring.
The manual model can't get you there, because its economics run backwards. Every new logo brings a new scorecard, new compliance rules, and new SLAs, which under manual QA means new analyst hours carved out of a margin that was thin when you bid it. So coverage quietly shrinks as you grow, and consistency across sites and shifts drifts, on exactly the accounts you can least afford to surprise.
Voxjar breaks the link between programs won and analysts hired. AI does the first pass on every call, each program against its own card, and your QA people move up the stack to calibration, disputes, and client-facing analysis. Full coverage stops being a cost you eat and becomes the thing you sell: a proof point in the pitch, a shield in the QBR, and a reason the renewal isn't a rebid.
In Voxjar this card would exist once per client, each version carrying that account's own criteria, weights, and compliance rules.
| Criterion | Why it's on the card |
|---|---|
| Client-specific criteria adherence | Every program is graded against its own contract, not a house form |
| SLA greeting and verification steps completed | The behaviors written into the SOW are the ones the QBR will ask about |
| Compliance requirements, per program | A HIPAA account and a fintech account carry different rules; each card enforces its own |
| CSAT-driving behaviors present | The client's CSAT target is your renewal argument; score the behaviors that move it |
| Escalation handled per client playbook | Escalations are where client trust is won or lost, and where policies diverge most |
| Disposition accuracy | Client dashboards are built on dispositions; wrong codes make good work look bad |
New account? Build its card, point its calls at it, and QA is live before the agents finish nesting.
A distinct custom scorecard per client, applied automatically to that program's calls across sites, shifts, and time zones. Open API and universal webhooks pull from whatever stack each client runs.
Every score carries glass-box reasoning and the transcript moment behind it. QBR prep becomes pulling up the numbers, and a disputed score gets settled with built-in review and dispute workflows, not opinion.
Unlimited users on every plan means agents see their own scores, supervisors see their teams, and client stakeholders can watch their own program live. Transparency becomes a selling point instead of a licensing cost.
Pricing scales with the calls you analyze, not the people who look at them, so the margin math finally favors full coverage.
"It allows us to bring a three-person team to a 30-minute account call every week. And now we're able to put up on the screen, 'this is how you're scoring, this is how you're doing.' All because Voxjar really allowed us to do it."
Austin Koring, Director of Business Operations, ShyftOff
Read how ShyftOff cut QA costs 70%Yes, and that's the point. Every account gets its own custom scorecard with its own criteria, disclosures, and SLA checks, applied automatically to that program's calls. A healthcare client and a retail client never share a form, and standing up a new program's scorecard is something you do yourself in an afternoon, not an implementation ticket.
Yes. Voxjar has unlimited users on every plan, so client stakeholders can log in and see their own program's scores directly instead of waiting for a monthly deck. Many BPOs make that access part of the pitch: full transparency into 100% of their calls is a differentiator most competitors can't offer.
Every score is glass-box: the AI's reasoning and the exact transcript moment sit behind each result. Human review, evaluator calibration, and formal dispute workflows are built in, so when a client or an agent challenges a score, you resolve it with evidence inside the platform rather than in an email thread.
Voxjar maintains SOC 2 compliance and supports the requirements of HIPAA, GDPR, and PCI-DSS. Program-specific regulatory checks, required disclosures, prohibited language, verification steps, live on each client's scorecard and get checked on every call, giving you a per-program audit trail you can hand to a client or an auditor.
Plans are priced by the volume of calls you analyze, published openly, and start at $99/month with no setup fee and no per-seat charges. Month-to-month is available, so scaling a program up or winding one down doesn't strand you in a contract sized for last year's book of business.
Voxjar connects to platforms like Five9, Talkdesk, Salesforce, and Zendesk, and its open API and universal webhooks cover the long tail. BPOs juggling a different CCaaS stack per client can pull recordings or transcripts from each into one QA layer, then push results out to Slack, CRMs, or client reporting through webhooks.
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