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add_circle New Evaluation queue_music My Weekly Queue 4 Left fact_check Completed Evaluations
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schedule Evaluation SLA: 15 Mins
verified_user QA Specialist Portal • Interaction Audit Engine

Start New Evaluation

Initiate a quality audit session for an assigned frontline advisor across omni-channel customer interactions. All metrics tie directly to performance benchmarks and calibration governance.

1

Select Interaction Channel

Omni-channel routing assigns specific calibration rubric parameters

Active Routing
call
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Voice

Inbound & outbound phone interactions across Customer Care & Partner Care.

Waveform Sync Ready Default
chat
Non-Voice

Email, live chat, and tickets in Zendesk & internal CRM pipelines.

Transcript Parser 25 Rubric Items
forum
Public Engagement

Social media, App Store reviews, Twitter/X & public reputation threads.

Brand Compliance Public Policy V3
2

Select Advisor

Assigned Advisor (This Week's Queue) • Limited to advisors this QA Specialist is responsible for this week

AM
Ahmed Al-Mansoor ID: ADV-8842 • Customer Care • Voice Team
Tenured expand_more
Ahmed Al-Mansoor Tenured
apartment Customer Care (Voice Team) • headset_mic Voice & Callback Channel
Weekly Target 2 / 3 Completed
Current Cycle: W24 66% Met
3

Interaction Link

Paste the link to the recorded call/chat being evaluated. Supported telephony & CRM formats.

link
check_circle Session format validated: Tamara Cloud Telephony V4.1 Metadata auto-enrichment: Active
Mandatory Gate how_to_reg

Was the Advisor Attended (available) for this interaction?

Confirm interaction participation prior to initializing rubric calculations.

warning Exclusion Workflow Active

This evaluation will be submitted with no score and marked Excluded. The reason will be clearly shown to the Advisor and logged in QA calibration records.

analytics
Today's Quota Target: 8 evaluations daily
5 / 8 62.5% Completed
policy Tamara QA Hub • Operational Governance Rules
Target SLA: 15 Mins Adherence Threshold: 92.0% Core Quality Role: QA Specialist
Governance Integrity Active