AI call QA comparison worksheet

These questions apply to any provider; ask each to demonstrate the requirements you need.

Record demonstrated, partial, unknown or not required. Treat unmet mandatory requirements as gates, not weaknesses to offset with feature scores.

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Guide: https://echoaudit.co/guides/choosing-ai-call-quality-assurance

Requirement 1 / 10Recording compatibility

Evidence requested
Can the tool process representative files from our actual source, and clearly reject unsupported input?

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date

Requirement 2 / 10Our rubric

Evidence requested
Can we define the criteria, weights, evidence expectations and applicability rules we need?

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date

Requirement 3 / 10Supporting evidence

Evidence requested
Can reviewers check sampled findings against the original recording and identify missing or incorrect evidence?

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date

Requirement 4 / 10Calibration

Evidence requested
Can we compare results with an independently reviewed sample using a rule agreed before scoring? Agree the unit of comparison, matching rule, tolerances and treatment of failed or unavailable evidence before seeing results. Report the full planned sample alongside every exclusion.

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date

Requirement 5 / 10Early exits

Evidence requested
Can we distinguish an applicable failure from a stage that was legitimately never reached?

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date

Requirement 6 / 10Failure accounting

Evidence requested
Can we reconcile every submitted recording, including failed and unresolved work?

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date

Requirement 7 / 10Review workflow

Evidence requested
Who decides whether an apparent issue needs escalation, correction or coaching?

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date

Requirement 8 / 10Exports

Evidence requested
Which outputs can we take away, in what format, and how are failed exports and identifiers handled?

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date

Requirement 9 / 10Data handling

Evidence requested
Can the provider supply and demonstrate the access, processing, retention and deletion arrangements our organisation requires?

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date

Requirement 10 / 10Commercial scope

Evidence requested
What is included in setup and delivery, when does the delivery clock start, and what happens if the agreed acceptance test is not met?

Mandatory or preferred
Observed result
Unresolved issue
Owner
Product, scoped service or custom work
Version/date