AI + Human Powered Quality Assurance
Your best conversations drive your best results.
Quality intelligence that helps organizations improve coaching, reduce operational risk, strengthen compliance, and elevate every customer interaction through AI powered quality assurance and human verification.
Illustration of the Just Grade Metrics quality dashboard, showing an overall quality score, a trend chart, a team leaderboard, the most common coaching opportunities, and recent conversations flagged for review.
Capture Every Signal
Never miss important customer conversations. Automatically analyze every interaction for quality, compliance, and coaching opportunities.
Understand the Why
Every score is supported by transcript evidence and timestamped references, providing complete transparency into every evaluation.
Coach with Confidence
Provide managers with AI generated coaching recommendations and human verified evaluations that improve agent performance over time.
Prove Your Impact
Track quality improvements, coaching effectiveness, operational trends, and measurable business outcomes through executive dashboards and reporting.
Built for customer experience teams focused on quality, compliance, and operational excellence
- Healthcare
- Banking
- Insurance
- Retail
- BPO
- Government
- Telecommunications
- Mortgage & Lending
How it works
From recording to verified evaluation in minutes
- 1
Import your conversations
Upload recorded calls or connect your existing communication platforms. Every interaction is securely imported and prepared for evaluation.
- 2
AI evaluates every one
Each conversation is transcribed and graded against your own scorecards, criterion by criterion — with a verbatim quote and timestamp justifying every score.
- 3
Your team verifies
A smart review queue routes the calls that matter — compliance flags, low confidence, new agents, disputes — to your QA team, who can confirm or override any score.
Features
Built for quality excellence
Custom scorecards
Your criteria, weights and scoring ranges — with auto-fail rules for compliance violations, so every evaluation matches your standards.
Evidence-linked scores
Every score cites the exact words from the transcript, with a timestamp that jumps the audio player to that moment.
Human verification
A capacity-aware review queue puts your QA team’s hours where they matter most. Reviewers confirm or override any grade.
Coaching feedback
Specific, actionable notes for every call, referencing what actually happened — not generic advice.
Compliance monitoring
Auto-fail criteria flag violations the moment a call is graded, before they become patterns.
Analytics & trends
Agent and team performance over time, criterion-level failure rates, leaderboards, and exportable reports.
FAQ
Your Questions, Answered
What is Just Grade Metrics?
Just Grade Metrics is an AI-powered quality assurance platform that automatically transcribes, grades, and analyzes recorded customer interactions. Our platform helps organizations improve agent performance, maintain compliance, identify coaching opportunities, and significantly reduce the time spent on manual quality assurance reviews.
What makes Just Grade Metrics different?
Unlike traditional QA processes and AI-only platforms, Just Grade Metrics combines advanced AI with human verification to deliver consistent, reliable, and accurate evaluations. Every interaction is graded using your custom QA scorecards and verified through our AI + Human Powered process, providing 100% verified call grading accuracy, objective evaluations, and coaching insights managers can trust.
Can I use my own QA scorecards?
Absolutely. Every organization can upload or create custom QA scorecards tailored to its policies, compliance requirements, scripts, KPIs, and quality standards. This ensures every evaluation reflects your unique business objectives while maintaining consistency across every customer interaction.
Does Just Grade Metrics replace my Quality Assurance team?
No. Just Grade Metrics is designed to enhance your existing Quality Assurance team—not replace it. Our platform automates call grading, coaching feedback, reporting, and analytics so QA professionals can spend more time coaching agents, identifying trends, and driving performance improvements.
Coach smarter. Grade every call.
See how AI grading with human verification changes your QA process — faster evaluations, evidence behind every score, and analytics your team can trust.