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Overview

Reddy’s QA suite transforms your existing quality standards into AI-driven automatic call grading. Your QA scorecard powers both real call evaluations and training simulations, delivering consistent scoring and personalized agent feedback based on your organization’s quality criteria.

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What You’ll Need

  • Your existing QA scorecard with quality standards and evaluation criteria
  • 20+ call recordings (mix of performance levels) for testing and calibration
  • QA team members and subject matter experts to validate scoring accuracy
QA scorecards are configured at the product level. Gather these requirements for each product scorecard you’ll create.

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QA Setup Checklist

1

QA Scorecard Configuration

Set up your QA items so they are automatically graded by Reddy’s AI.What you’ll do:
  • Navigate to Products and configure QA items
  • Define requirements for each QA item
  • Set up Pass/Fail or Score-based grading
  • Organize items into logical sections
Estimated Time: 1 weekConfigure QA Scorecards →
2

Manual Reviews and Evaluations

Build benchmark data by manually scoring calls and flagging discrepancies.What you’ll do:
  • Upload test calls for evaluation
  • Manually score calls or flag scoring discrepancies
  • Provide detailed feedback for refinement
Estimated Time: 1 weekQA Evaluations →
3

QA Fine-Tuning

Reddy uses your evaluations to fine-tune and refine the QA scorecard configurations for improved accuracy.What happens:
  • Reddy analyzes your manual scores and feedback
  • QA scorecard configurations are refined based on your evaluations
  • Scoring accuracy is improved for future calls
Estimated Time: 1-2 weeks
QA fine-tuning is handled by Reddy’s team using the data you provided in the previous step.

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Team Coordination

QA Managers & SMEs

Define quality standards, configure scorecards, and validate quality criteria

QA Evaluators

Manually score calls, flag discrepancies, and validate scorecard accuracy

Reddy Team

Fine-tune QA models and provide technical support and configuration guidance

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Want to Learn More?

QA Scorecard Configuration →

Step-by-step instructions for configuring QA items and organizing your scorecard

QA Evaluations →

How to manually score calls and flag discrepancies to refine accuracy

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Next Steps

Create your first QA scorecard in Reddy! Follow the QA Scorecard Configuration Guide for step-by-step instructions.