Interaction Scoring
Calls, chats and tickets scored against your quality framework, by people trained on it.
Quality Assurance & Performance Analytics
See the Standard SlippingBefore Your Customers Do
Consistency is the first thing to go when a team grows and the last thing anyone notices. Hunttal gives you QA specialists and analysts who score, sample and report inside your systems, against your scorecard — so the standard stays visible while volume climbs.
What's Included
Everything Inside This Solution
The measurement work that a growing team never has time for, done by people whose job it is — to your framework, in your tools.
Calibration & Coaching Input
Regular calibration with your team leads, and coaching notes they can act on the same week.
Performance Reporting
The numbers your team already answers to — first response, resolution, CSAT, accuracy — produced on the same day every week.
Root-Cause Analysis
When a metric moves, someone finds out why, in your data, and writes it down.
Your Scorecard, Not Ours
Scoring is done against the quality framework you already run, in the tools you already report from. Nothing is measured against a vendor's standard.
Why Now
Why Teams Bring This In
Growth hides inconsistency
A team of eight can hear each other. A team of forty cannot, and the standard drifts quietly until it shows up in churn or a complaint.
Sampling is where quality is lost
A manager listening to five calls a week is measuring almost nothing. Dedicated QA capacity is what turns a scorecard into a number you can trust.
The report nobody has time to build
Everyone wants the weekly numbers; nobody on a busy desk has the hours to produce them properly. So they arrive late, or not at all.
How It's Delivered
Pick the Shape That Fits
Measurement scales with the team it measures. Start with the coverage your desk actually needs.
Dedicated QA Analyst
One analyst scoring against your framework and producing your weekly numbers, embedded in the team they measure.
Best for
A desk that has a scorecard but nobody with time to use it.
QA Pod
A small quality team covering scoring, calibration and reporting across every channel you run.
Best for
Multi-channel operations where consistency across channels is the question.
Quality & Insights Team
Scoring, calibration, workforce analytics and root-cause analysis as one function, reporting to your operations lead.
Best for
Large operations where quality and performance are a leadership conversation.
Talent & Roles
The People You Can Add
Roles most often placed into quality and analytics functions — one analyst or a full team.
- QA Analyst
- Quality Calibration Specialist
- Performance Reporting Analyst
- Workforce Management Analyst
- Customer Insights Analyst
- QA Team Lead
Where This Fits
Industries Already Running This
Quality means something different in every industry. Here is what measuring it looks like in five of them.
E-commerce & Retail
As a support team grows through peak, the thing that slips first is consistency. Dedicated QA keeps the standard visible while volume climbs.
Telecom
At telecom volumes, consistency is the first thing to slip and the last thing anyone notices — until it appears in the churn numbers.
Healthcare
Denial rates and time-to-appointment only improve when somebody produces the numbers on the same day every week.
Fintech & Banking
In regulated work, consistency is not a nice-to-have — it is the thing an audit looks for, and it needs someone measuring it.
Media & Entertainment
Moderation decisions have to be defensible, which means somebody has to be sampling and reporting on them.
Tools & Technology
Works Inside the Tools You Already Report From
Scoring happens in your helpdesk; reporting happens in the BI tool you already use. Nothing new to stand up.
Running something else? Tell us your stack — resources are matched against it, not the other way round.
ZendeskIntercom
Power BI
TableauLookerGoogle Analytics 4
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Power BITableauLookerWhy Hunttal
Why Teams Build Quality Functions With Us
Your Framework, Your Numbers
Scoring against the scorecard you already run, reported in the tools you already use — never a vendor's standard.
Calibrated With Your Leads
Regular calibration keeps scoring aligned with how your own managers judge quality, not drifting away from it.
Analysts, Not Just Scorers
When a number moves, someone finds out why in your data. Reporting that explains itself, not only a dashboard.
Same Day, Every Week
The numbers arrive when they are due, produced by people whose job it is — not squeezed in by a manager after hours.
Getting Started
Four Steps to a Bigger Team
The process is about matching people to your requirement — not scoping a function to hand over.
- 01
Tell Us What You Need
Share the roles, the skills, the volume you are covering, and the timeline. The more specific the requirement, the closer the first match.
- 02
Meet the Right Resources
We put forward pre-vetted professionals matched to your requirement. You interview them exactly as you would any other candidate.
- 03
Start Building
Your chosen resources onboard into your systems and processes, and start working to your standards alongside your existing team.
- 04
Scale as You Grow
Add roles for a peak, a launch, or a new workstream — and adjust the team as your volumes change.
FAQ
Questions About QA & Analytics
Everything you need to know about working with HuntTal. Can't find your answer? Get in touch with our team.
Yours. Resources are trained on the scorecard you already run and calibrated with your team leads. If you do not have one yet, we will help you set one up around what your customers actually notice — but it remains yours.
As much as you want covered. A single analyst samples to a target you set; a QA pod can cover the full volume on a smaller desk. Tell us the coverage you need and we will size to it.
Yes. Scoring happens in your helpdesk and reporting in whatever BI tool you already use — Power BI, Tableau, Looker, or a spreadsheet — so the numbers land where your team already looks.
Yes, and it is a common pairing. Independent QA on a support team — Hunttal's or anyone else's — is what keeps the standard honest.
Once analysts are calibrated on your framework, reporting runs to your cadence — typically weekly — from the first full week. Calibration itself is a matter of a few sessions with your leads.
Explore More
Where to Go Next
Industries Running QA & Analytics
Ready to Make the Standard Visible?
Tell us what you measure today and what you wish you could. We will come back with analysts who can score, calibrate and report inside your tools from the first week.