The 10 best customer service quality assurance software of 2025

Customer service quality assurance (QA) is the process of evaluating customer interactions, identifying areas for improvement, and providing effective coaching to support reps. The ultimate goal of customer service quality assurance is to increase team performance and enhance the overall customer experience (CX).

According to the Customer Service Quality Benchmark Report 2023, 75 percent of organizations believe QA processes like conversation reviews can help to improve customer satisfaction (CSAT). So, if you want to reduce customer churn, you need to embrace customer service QA—that starts by partnering with the right software.

In this guide, we detail 10 customer service quality assurance software options so you can select the right one for your needs.

More in this guide:

• What is customer service quality assurance software?
• Customer support quality assurance software comparison chart
• The 10 best customer service quality assurance software
• Key features of customer service quality assurance tools
• How to choose the right customer service quality software
• Frequently asked questions
• Supercharge your customer service QA with Zendesk

Customer service quality assurance software helps you review customer conversations, automatically detect issues in service quality, and uncover coaching opportunities to improve your support team’s performance and reduce customer churn.

Customer service quality assurance is important because it can help you provide consistent, high-quality service that exceeds customer expectations. But evaluating all your support conversations is next to impossible without the right QA tool. QA software can automate the process, saving your team time and giving them valuable insights.

According to the Customer Service Quality Benchmark Report 2023, 70 percent of organizations planned to invest more in support automation throughout the year. That means if you haven't been investing in QA automation tools or customer service automation, you may already be falling behind the competition.

Below is a high-level overview of some QA tools for customer service. You’ll find an abbreviated comparison with a more in-depth write-up below.

Let’s cover 10 customer service QA software options in detail. Below is our full guide covering features and pricing options.

1. Zendesk QA

Artificial intelligence (AI) is driving sweeping changes across the customer service space, and Zendesk is a leader in that transformation. Zendesk QA helps customer support organizations automate their quality assurance process to drive more revenue, boost CSAT, reduce churn rate, and cut the cost of CX operations.

Our AutoQA capabilities can evaluate 100 percent of your conversations across all human and AI agents, customer service business processing outsourcers (BPOs), channels, and languages. As a result, you can pull data from every interaction—not just the ones your team has time to review. Additionally, Spotlight and Automated Conversation Discovery can identify customers with a high churn risk, outliers, escalations, and other customer sentiments so you can take the proper steps toward improving customer retention.

Zendesk QA is interwoven with advanced analytics to help you understand how team performance impacts your key performance indicators (KPIs). You can monitor your data to determine if decreasing performance and knowledge trends are an agent-level or team-wide issue. Then, pair that information with our coaching and learning capabilities to help you identify top and low performers, knowledge gaps, and any recurring issues while uncovering training needs. This can give you a high-level overview of agent performance so you can build a team of rockstar support agents.

At Zendesk, we also offer a complete customer service solution—including robust QA and workforce management (WFM) capabilities—that is easy to use and can grow with you. So, as you improve your CX and gain a wealth of new customers, we can be there every step of the way.

Pricing: $25 per agent/month. A 14-day free trial is available upon request.

Explore more Zendesk pricing plans.

2. Scorebuddy

Scorebuddy is a customer service quality assurance software solution for call centers. Its main use cases are employee performance, customer experience, and risk management.

It also has reporting and analytics features like custom dashboards, embedded business intelligence that can spot trends, and root cause analysis to identify potential bottlenecks in a customer service strategy. These features can also assess customer sentiment.

Pricing: Contact Scorebuddy for pricing. A 14-day free trial is available.

Recommended reading: Learn how Scorebuddy integrates with Zendesk.

3. Voxjar

Voxjar is a call center quality assurance platform that uses AI to help teams with data collection, scheduling and work assignments, and reporting. Users first need to integrate their telephony platform with Voxjar. From there, the product pulls call recordings so businesses can analyze them in the Voxjar interface.

Through automated work queues, users can set predefined rules and expectations—such as evaluating the efficacy of support agent solutions or assessing personalized customer greetings—and use the interface to grade the conversation. Calibration features allow teams to monitor how each reviewer scores agent conversations, thereby gathering data for future calibration sessions.

Pricing: $500 per month. A free plan with limited features is available.

4. MaestroQA

MaestroQA is quality assurance software specializing in call center businesses. The product focuses on four main areas: customers, employees, internal processes, and AI.

AutoQA features analyze support tickets to assess agent performance and KPIs. MaestroQA also helps users construct QA scorecards. The product has scoring questions that the reviewer can use to grade variables on a scale—say, 1 to 10—and non-scoring questions that the reviewer can use to leave “yes,” “no,” or long-form answers.

Pricing: Contact MaestroQA.

Recommended reading: Learn how MaestroQA integrates with Zendesk.

5. SupportLogic

SupportLogic is a support experience management platform with QA capabilities. The product offers quality management features like auto QA, agent coaching, and scorecard builder.

SupportLogic’s automatic quality monitoring capabilities can analyze support conversations across chat, email, and voice. Users can select categories like resolution, tone, and detail to evaluate the performance of support agents across these mediums.

QA reporting can track performance and team KPIs across short-term timeframes, such as individual conversations or longer-term views across weeks or months. Predictive customer satisfaction (CSAT) and Customer Effort Scores (CES) can alert users if those figures are in danger of dropping.

Pricing: Contact SupportLogic.

Recommended reading: Learn how SupportLogic integrates with Zendesk.

6. Playvox

Playvox is customer support quality assurance software with workforce engagement management features. Its quality management capabilities use AI to help teams assess conversations and performance data.

AutoQA analyzes text-based interactions and gives users insights into the effectiveness of support interactions. Customer sentiment capabilities can categorize those conversations to allow teams to review conversations around certain parameters, such as product return-related tickets. Playvox also has coaching features that teams can use to give feedback.

Pricing: Contact Playvox. A 15-day free trial is available.

Recommended reading: Learn how Playvox integrates with Zendesk.

7. Convin

Convin is customer service quality assurance software for omnichannel contact centers. It uses AI to provide insights for sales and service employees.

Automated QA features let managers review support conversations across calls, chat, and email. Users can customize the automated review process to evaluate and score their agents based on what’s most important to them, like the agent’s tone or the solution’s effectiveness.

Automated agent coaching combines call quality metrics, autoQA scores, and other KPIs to create reports on individual agent and team-wide performance. Convin Insights highlights customer behavior and identifies common feedback or complaints.

Pricing: Contact Convin.

Recommended reading: Learn how Convin integrates with Zendesk.

8. EvaluAgent

EvaluAgent is a call center QA and performance improvement software solution. The product focuses on agent performance and automating the quality assurance process. EvaluAgent’s automated QA capabilities help users evaluate phone, chat, and email tickets. Users can sift through conversations to find areas for improvement and problematic agent performance.

Reporting and analytics enable customer service teams to measure KPIs and monitor how their QA process affects customer satisfaction. Managers can also use real-time feedback and gamification to motivate employees.

Pricing: Contact EvaluAgent. A 14-day free trial is available.

Recommended reading: Learn how EvaluAgent integrates with Zendesk.

9. Balto

Balto is a real-time guidance platform for call centers. It uses AI to evaluate the quality and effectiveness of customer conversations.

Balto QA Copilot helps teams score support calls based on natural language criteria, such as the solution’s effectiveness or the agent's use of active listening. Automated reviews can alert managers to problematic conversations or areas for improvement.

Real-time coaching also allows managers to instruct support agents while on a call with a customer. First, users set triggers for phrases, keywords, or negative events. From there, managers get notified when these triggers happen, which allows them to join the call and coach the support agent in real time.

Pricing: Contact Balto.

10. Kaizo

Kaizo is a customer service quality assurance software exclusive to Zendesk and Salesforce users. The platform uses AI to help users with QA, agent performance insights, coaching, and gamification.

Kaizo allows users to create a custom dashboard that displays individual and team-wide performance trends. Managers can filter tickets based on sentiment and root cause. They can also access GPT-generated conversation summaries.

Performance coaching features help businesses spot positive and negative employee trends and schedule regular performance check-ins. Users can also track employee progress to determine if the coaching sessions lead to improvements.

Pricing: Plans start at $16 per user/month. A 30-day free trial is available.

Recommended reading: Learn how Kaizo integrates with Zendesk.

Customer service quality assurance software can vary depending on which provider you choose. Some may focus on a specific aspect of customer service QA, like improving customer service management (CSM) or offering more automation-related features. That said, here are some key capabilities you should look for:

• AutoQA: Automatically evaluate all your agent conversations to get a more complete picture of performance.
• Conversation discovery: Use AI to identify problematic conversations, customers with a high churn risk, tickets that need to be escalated, and more.
• Coaching and learning: Gain insight into support rep performance and easily construct coaching programs when improvements are necessary.
• Advanced analytics: See where you are performing well as a business and where you can improve.

Some products have all these features and more, so if they are all important to you, consider a solution like Zendesk QA.

Besides key features, you’ll also want to consider a few other variables when selecting a product:

• Consider compatibility: Take inventory of the customer service tools and systems you use daily and confirm the QA software can integrate with them. For example, ensure any workforce management and QA tools you use can work together to optimize service efficiency.
• Contemplate cost: Customer service QA software is an investment—make sure the product fits your budget and delivers a low total cost of ownership (TCO). Look for a solution that seamlessly integrates with your existing support tools, offers transparent pricing structures devoid of hidden costs, and boasts a simple setup process. This way, you won’t need to hire a team of developers to begin using the product.
• Study scalability: Ensure the software offers advanced functionality so you can stick with the same product as you grow.
• Evaluate ease of use: The easier the software is to use, the quicker your employees can get up to speed and reap the benefits.
• Scrutinize security: In today’s marketplace, businesses need to protect themselves from hackers and cybercriminals. Ensure your software stays updated with the latest advancements in customer data privacy measures so your confidential information stays safe.

Asking yourself these questions can help expedite the selection process.