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Quality assurance

Put AI in charge of conversation quality

We review every single conversation and give you instant insight into your support performance. Customers get a more consistent experience, which builds loyalty – and long-term revenue.

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“Just got the refund. Thank you so much!” “You’re welcome. Is there anything else I can help with?”

Benefits

Grow loyal customers with excellent CX

Boost CSAT by 2.5%

AutoQA scores the quality of all interactions, including AI agents and voice, to continuously improve customer satisfaction.

Spot critical issues

Identify high-risk moments instantly: customers at risk of churn, stuck conversation loops, dead air on calls and more. Fix problems before they escalate.

Cut QA review time by 80%

Automate quality reviews, streamline knowledge gap detection and assign targeted coaching effortlessly.

Train agents 2x faster

Understand what makes a top performer and coach your team to deliver exceptional service from day one.

How it works

Take a tour of our new quality assurance tools.

Excellent support quality drives loyalty and retention.

See Zendesk QA in action

Try quality assurance for free.

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Features

Take the guesswork out of quality assurance

AutoQA analyses every interaction – including those with AI agents – then shows you which ones need extra support. Use predefined criteria, or your own, to spend less time hunting through a stack of tickets to review.

What customers say

CityGo
“At CityGo, our quality scores frequently range between 90-96%, showcasing the effectiveness of our quality assurance. By proactively monitoring and reviewing conversations, we can address issues before they escalate. This approach allows us to consistently improve service quality, and when repeated problems arise, we offer targeted training to ensure clear communication.”

Michael Buczynski

Head of Customer Service at CityGo

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Liberty
“We need to provide great customer service 100% of the time. Zendesk QA has helped us maintain focus on the consistency of quality and identify specific areas where we need to improve.”

Sophie Elgar

Quality and Training Manager at Liberty

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Geckoboard
“Our support team is now providing ten times more proactive help. The entire team is becoming better at noticing the opportunities as they present themselves in customer interactions.”

Luis Hernandez

VP of Customer Success at Geckoboard

Read customer story
CityGo
“At CityGo, our quality scores frequently range between 90-96%, showcasing the effectiveness of our quality assurance. By proactively monitoring and reviewing conversations, we can address issues before they escalate. This approach allows us to consistently improve service quality, and when repeated problems arise, we offer targeted training to ensure clear communication.”

Michael Buczynski

Head of Customer Service at CityGo

Read customer story
Liberty
“We need to provide great customer service 100% of the time. Zendesk QA has helped us maintain focus on the consistency of quality and identify specific areas where we need to improve.”

Sophie Elgar

Quality and Training Manager at Liberty

Read customer story
Geckoboard
“Our support team is now providing ten times more proactive help. The entire team is becoming better at noticing the opportunities as they present themselves in customer interactions.”

Luis Hernandez

VP of Customer Success at Geckoboard

Read customer story
CityGo
“At CityGo, our quality scores frequently range between 90-96%, showcasing the effectiveness of our quality assurance. By proactively monitoring and reviewing conversations, we can address issues before they escalate. This approach allows us to consistently improve service quality, and when repeated problems arise, we offer targeted training to ensure clear communication.”

Michael Buczynski

Head of Customer Service at CityGo

Read customer story

Frequently asked questions

No, Zendesk QA comes with out-of-the-box AutoQA categories and Spotlights that you can start using immediately – no coding or model training needed. You can easily build your own AutoQA categories and Spotlights by simply telling AI – in your own words – what to look for in support interactions.

Additional resources

Try Zendesk today

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