FAQ
Your Questions, Answered
Explore answers to common questions about our platform, services, and how we help organizations improve customer interaction quality at scale.
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.
How does the AI grading process work?
Simply upload a recorded customer interaction into the platform, and our AI automatically transcribes the conversation, evaluates it against your custom QA scorecards, and generates coaching feedback, compliance findings, performance insights, and detailed analytics. Within minutes, managers receive a complete evaluation that’s ready for coaching, reporting, and performance management.
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.
For organizations without a dedicated QA team, Just Grade Metrics can also serve as a complete quality assurance solution by delivering 100% verified call grading accuracy, coaching recommendations, compliance monitoring, and comprehensive performance reporting.
Can managers monitor their team’s performance?
Yes. Managers have access to intuitive dashboards that provide real-time visibility into agent performance, team scorecards, QA trends, coaching opportunities, historical reporting, leaderboards, and downloadable analytics. This makes it easy to identify strengths, address performance gaps, and improve team results over time.
Is my company’s data secure?
Yes. Protecting your organization’s data is one of our highest priorities. We use secure authentication, encrypted data storage, encrypted data transmission, role-based access controls, and industry-standard security practices to help protect your customer interactions, transcripts, reports, analytics, and sensitive business information.
Can I schedule a demo?
Absolutely. We’d love to show you how Just Grade Metrics can transform your quality assurance program. Schedule a personalized demonstration to see how our AI + Human Powered platform delivers 100% verified call grading accuracy, faster evaluations, actionable coaching insights, and powerful performance analytics.
Do you offer consulting services for BPOs, call centers, healthcare organizations, or other businesses?
Yes. In addition to our AI quality assurance platform, Just Grade Metrics provides professional consulting services for BPOs, call centers, healthcare organizations, financial institutions, insurance providers, retail organizations, and customer service teams. We help organizations strengthen QA programs, improve agent performance, optimize workflows, enhance compliance, and implement data-driven quality strategies that improve operational performance and customer experience.
Do you offer custom scorecard development and compliance policy creation?
Yes. Our team works closely with your organization to develop custom QA scorecards, evaluation criteria, coaching frameworks, compliance requirements, scripts, and quality policies tailored to your business goals and industry standards. Every solution is designed to improve consistency, strengthen compliance, and ensure every customer interaction is evaluated against the standards that matter most to your organization.
Still have questions?
Our team is here to help you find the right solution for your organization.