QA Hub: A Supervisors Guide

The QA (Quality Assurance) Hub is your centralized workspace for managing quality reviews, tracking performance, and accessing training tools—all in one place.

This new experience replaces the previous Training tab and introduces faster workflows, improved visibility, and simplified navigation.

1. Log in to your platform

2. Navigate to the top menu

3. Click the QA tab

You will land on the QA Hub, your starting point for all QA activity.

At the top of the QA Hub, you’ll see key metrics:

• Average QA Score

• Completed Reviews

• Pending Reviews

• Completed Training Simulations

Each key metric can be filtered by:

Defaults to the past 7 days, but can be filtered by

• 30

• 90

• past year

• custom dates

You may compare against

• None

• Previous Week

• Totals

• %

Below that:

• QA performance by Call Taker

• QA performance by Incident Type

If call taker data is missing, contact your administrator to configure IDs.

The left navigation panel gives you access to:

• Calls Awaiting Review – Your active queue

• Disputes – Reviews under dispute

• All Reviews – Full history with filters

• Call Taker Reviews – Reviews about you

Switch between these without leaving the page.

Only Supervisors can see ALL reviews. Call Takers will only see their reviews.

1. Go to the QA Hub

2. Locate the Review Table

3. Identify review types:

   • Pending Acceptance

   • Assigned Reviews

   • Disputed Reviews

1. In the review table, click Review All

2. The system will open the multi-call review screen

3. Complete the QA form for the first call

4. Click Submit

The system will automatically advance through each call in your queue until all selected calls are completed.

Use this option when you want to work through your entire queue without manually selecting calls.

1. In the review table, select multiple calls

2. Click “Review Selected”

3. Complete the QA form for the first call

4. Click Submit

5. The system automatically advances to the next call

This allows you to process reviews quickly without returning to the queue.

1. Click on a call in your queue

2. The 3-pane review screen will open:

   • Left: QA details with auto or manual QA scores

   • Center: Transcript + audio

   • Right: QA form

3. Play the call and follow along with the transcript

4. Complete the QA form

5. Click Submit

1. Click Play

2. Click anywhere in the transcript to jump to that moment

3. The audio will sync automatically

This makes it easier to locate key moments in the call.

1. Click Metrics

2. You’ll be redirected to the Analytics section

3. Use filters to analyze:

   • Individual performance

   • Incident trends

   • QA scoring patterns

1. Navigate to the left panel to Training

2. Select Assigned to Me

3. A list view of assigned training will be listed

4. Click Start Random Training or choose a course and click Start

5. Complete the simulation

1. Go to Training

2. Scroll to Completed Trainings

3. Review past sessions

Call takers will only see their own training history.

All setup tools are now centralized:

1. Go to the QA Hub

2. Scroll to the configuration section

3. Select any of the following:

   • Forms

   • Protocols

   • Training Simulations

   • Teams

   • User IDs

4. You’ll be redirected to the correct settings page

• Review calls in batches using “Review Selected” to save time

• Use transcript scrubbing to find key moments quickly

• Regularly check Pending Reviews to avoid a backlog

• Ensure call taker IDs are configured for accurate reporting

• Encourage call takers to review and accept feedback promptly