Where do you fit?
Which best describes you?
I run a call centre or BPO
I need QA software for my own agents
- Score 100% of calls with AI Auto-QA
- Auto-coaching, compliance & certificates
- Live in 24 hours — free scorecard migration
I want to outsource
I want a proven team to run it for me
- Outsourced QA, collections & support
- Every campaign runs on QUALICORE
- POPIA & GDPR-aligned, audit-ready
I’m a BPO winning contracts
I want to win & keep client contracts
- Multi-tenant — isolated per client
- Branded, MBR-ready client reporting
- Prove quality to win and retain accounts
The outcomes teams get
of calls scored with AI — not a 2% manual sample
less time spent on manual QA admin
from sign-up to scoring live calls
compliance frameworks (POPIA, GDPR & more)
Built for your operations
A storyboard for every industry challenge.
“EconX Group runs every BPO campaign on QualiCore — QA scoring, audit trails, and coaching across all agents.”
— Philani, Director · EconX Group
Platform
Everything QA teams need — nothing they don't
From AI auto-scoring and live guardrails to coaching ROI, agent-risk prediction, compliance and billing — one platform, fully integrated. Works for call centres worldwide.
AI Auto-QA
Paste a call transcript and the AI scores your entire scorecard — every criterion in its own scale, a cited rationale on every line, comments, coaching points and fatal details pre-filled. A human QA reviews and signs off; nothing is saved without them.
Live QA Scoring
Score any call in minutes with weighted criteria, fatal-fail detection, and auto-escalation. A live score thermometer and compliance indicator update as you score.
Compliance Score & Radar
A second, independent score from your compliance-linked criteria. A fatal breach voids it to 0% and escalates on stricter rules than QA. Ops get a Compliance Radar — breach rate, exposure index, worst agents — plus a one-click Excel pack.
Real-Time Live Assist
Guardrails while the call is happening: card-number (PCI) and do-not-call detection, an obligations checklist from your own scorecard, and short AI whisper nudges. The safety net works even with zero AI keys.
Smart Auto-Escalation
8 trigger algorithms — fatal fails, auto-fails, consecutive fails, score drops, category repeats, plus three stricter compliance triggers — escalate automatically with SLA deadlines before issues compound.
Coaching Plans + Coaching ROI
Failed evaluations auto-open structured coaching plans; agents sign off digitally. Then Coaching ROI proves it worked: scores before vs after every session, recovered vs stubborn development areas, effectiveness per supervisor.
Agent Risk Early Warning
A 0–100 risk score per agent from QA trajectory, fatal fails, compliance breaches, escalation load, coaching fatigue and tenure — with the drivers and the next best action, sorted worst-first.
QA Intelligence Engine
Five advanced, explainable algorithms most tools don’t have: evaluator calibration & drift, dispute-likelihood prediction, coaching-timing ROI, call-duration anomaly detection, and CSAT↔QA correlation — all from your own data, no black box.
Executive Team Performance
A live Client → Team Leader → Agent dashboard with QA, compliance, fatal errors, coaching, training and certificates. Supervisor leaderboards, composite scores, drill-down to any agent, and a branded, grouped Excel export.
Performance Certificates & Badges
Operations create recognition awards (Top Performer, Best Compliance, Zero Fatal Errors…), set the conditions, and QualiCore picks the winners automatically — issuing a navy-and-gold certificate with QR verification plus permanent profile badges and a Hall of Fame.
Built-in LMS & Trainer Hub
A full learning platform: course builder, quizzes, AI quiz generation, progress tracking, and auto-issued training certificates with QR verification — wired into coaching so weak areas trigger the right learning automatically.
Ask Your QA Data
A conversational analyst over your real numbers — pass rates, failing criteria, agent risk, coaching lift. Grounded in your data, cites the figures, and says so when the data doesn’t cover the question.
AI Scorecard Builder
Paste a QA policy or call guideline and get a ready-to-edit scorecard: sections, weighted criteria, scoring types, fatal and compliance flags. Or start from built-in FCR, CSAT and Complaints templates.
POPIA & Labour Law Compliant
Every evaluation includes a legally defensible audit trail. Written warnings, coaching acknowledgements, and LRA-compliant documentation — all built in.
Automated Billing & Invoicing
Invoices generated automatically every month based on active agents — with statements, credits, proration and autopay via Stripe or PayFast. No spreadsheets, no admin work.
Machine-Grade Reports & Exports
Branded Excel and PDF packs generated fresh on every download: monthly RCA, team RTA, dispute analytics, compliance evaluations, billing statements.
Multi-Tenant by Design
Each client company gets their own secure environment, branded scorecards, separate users, and isolated reporting — with role dashboards for QA, supervisors, agents, ops, admins and account managers.
Complete Audit Log
Every single action — evaluations, AI drafts, coaching sessions, warnings, sign-offs, exports — is timestamped and attributed. Perfect for compliance reviews.
QUALICORE AI
AI that drafts. People who decide.
Every AI output in QUALICORE is a draft a human approves — scored by the same engine as a manual evaluation, with a cited rationale on every line and a full audit trail.
Feed it the call
Paste the transcript (or pipe it from your speech-to-text), pick the client, scorecard and agent.
AI scores your actual scorecard
Every criterion is answered in its own scale — yes/no, partial, 1–5 — using only evidence in the transcript, with a one-line rationale citing the call. Compliance criteria score the independent Compliance Score; PCI, FAIS, TCPA and POPIA issues are flagged.
Everything arrives pre-filled
Per-criterion comments on every line (prefixed “AI:”), coaching points, positive notes, fatal category and reason, auto-fail details, the QA % and Compliance % preview. Nothing is saved yet.
A human signs off
One click loads it into the standard evaluator. The QA reviews line by line, changes anything, and submits through the normal flow — their name on the evaluation, the AI’s work transparently prefixed.
Live Assist whisper
Short, urgent nudges during the call — a missed verification, empathy when the customer is upset, the best next action. Deterministic PCI/DNC guardrails run with zero AI keys.
Ask your QA data
Natural-language answers from a curated snapshot of your real numbers — never invented figures, and it admits when the data doesn’t cover the question.
Policy → scorecard
Paste a policy document; get sections, weighted criteria, scoring types and fatal/compliance flags as an editable draft.
Coaching ROI & Agent Risk
Pure signal maths, no LLM: proof that coaching moves scores, and a 0–100 early warning per agent — explainable drivers, recommended actions.
One platform, every seat
A purpose-built dashboard for every role
Everyone sees exactly what they need — and nothing they don’t. Granular permissions, isolated per client.
QA Evaluators
Score calls or run AI Auto-QA, manage evaluation lists, handle disputes, and get an AI weekly brief.
Team Leaders
Escalations, coaching plans, sessions and warnings, agent risk, Coaching ROI, and AI coaching drafts.
Agents
Their evaluations and disputes, coaching sign-off, leaderboard, performance, and personal AI coaching.
Ops Managers
RCA reports, compliance radar, coaching ROI, agent risk, Ask-your-data, and machine-grade exports.
Admins
Clients, scorecards, users & permissions, integrations, subscription, billing statements and credits.
Account Managers
Portfolio health scoring, churn signals, renewal pipeline, upsell, usage heatmaps and MBR reports.
Customer Service
Company management, collections toolkit, billing support and churn-risk AI — without touching QA.
Trainers
Build courses and quizzes, AI-generate assessments, track learning progress, and issue training certificates with QR verification.
Client Portal
A read-only, fully isolated portal where your BPO clients see only their own QA & compliance results, trends and reports — never another client’s data.
Super Admin
Companies, plans, billing, payments, revenue, payroll, careers, AI health and the full audit log.
Try it live · no login
Score a call yourself — watch QA scoring work in real time
This is the actual Score Call screen your evaluators use — the same sectioned scorecard, Max-points circles, per-line PASS / FAIL result bars and the live thermometer. Rate each criterion Yes / Partial / No and watch the QA score, compliance score and pass/fail/fatal result update in real time.
See it in action
The same screens your supervisors will use every day
No rendered videos — these are the real surfaces. The top three are fully interactive: switch the dashboard period, re-rank the team, resolve an escalation. Click around.
Customer Stories
What operations leaders are achieving.
"We migrated 15 client scorecards to Qualicore in one weekend. The multi-tenant isolation is the best we've seen in the BPO space."
Operations Director
Tier-1 BPO Provider
"The automated coaching plans have finally given us a defensible audit trail for HR. No more searching through paper files."
Head of Quality
Global Fintech Firm
"Qualicore actually understands how call centres work. It doesn't force us into a rigid template — it adapts to our workflow."
QA Manager
Retail Support Centre
Live Case Study · BPO Operations
How EconX Group built an entire
BPO on QualiCore.
EconX Group (PTY) LTD is a Cape Town-based BPO delivering white-label inbound support, outbound calling, collections, and lead generation to clients across the UK, EU, and Africa — with QualiCore as their core QA infrastructure on every campaign, from day one.
What EconX Group runs on QualiCore
“VIGIL, QualiCore, and ClockX are built and operated by EconX Group — not bolted-on third-party tools. Every campaign we run is backed by our proprietary stack. QualiCore dashboards and recordings available to clients on request. No black boxes — ever.”
Services delivered on QualiCore
Industries served
Platform Training
Built-in training videos — no onboarding calls needed.
Every role gets access to role-specific video walkthroughs, step-by-step training guides, and interactive feature tours — right inside the platform.
QA Analysts
6 videos
Score calls, handle fatal fails, manage evaluation lists and calibration sessions.
Supervisors
8 videos
Manage escalations, run coaching sessions, issue written warnings, review team performance.
Agents
4 videos
Read your evaluations, acknowledge coaching plans, raise disputes, and track your score trend.
Admins & Ops
10 videos
Build scorecards, invite users, configure clients, read reports and manage billing.
The QualiCore Story
One bad call. Caught, coached,
and fixed — automatically.
Follow DataFirst BPO through a real week with QUALICORE.
Chapter 01
Monday morning
An agent misses a critical compliance prompt
Jake, a new agent at DataFirst BPO, forgets to read the payment consent script on call #CF-4821. Without QUALICORE, this would go unnoticed until a complaint — or worse.
Chapter 02
Monday afternoon
QA evaluator scores in under 3 minutes
Sarah, a QA analyst, opens QUALICORE and scores call #CF-4821. The missed consent prompt triggers an automatic fatal-fail flag and creates an escalation — no manual tracking needed.
Chapter 03
Monday evening
The supervisor sees the issue in real time
Marco, Jake's supervisor, receives a notification on his dashboard. He reviews the evaluation, accepts the coaching assignment, and schedules a session for Tuesday — all from one screen.
Chapter 04
Tuesday morning
Structured coaching happens, not a chat
Marco runs a 20-minute coaching session with Jake using QUALICORE's structured form — root cause documented, commitment captured, improvement plan set. Jake signs off digitally.
Chapter 05
End of month
Month-end reports in 30 seconds
DataFirst's ops manager downloads the RCA export — every agent ranked by average score, pass rates, fatal fails, coaching completions. Client-by-client. Ready for the client review meeting.
Chapter 06
3 months later
DataFirst's compliance score goes from 68% to 91%
Three months after implementing QUALICORE, DataFirst retained their biggest client and avoided a potential regulatory fine. Jake is now their top performer.
Ready to write your own story?
Join BPOs that use QUALICORE to catch issues before they become crises.
Start Free TrialNAIVE — Advanced Automatic
Agent Assist
NAIVE runs fully automatically — no buttons to press, no manual queries. Seven algorithms work in parallel on every call, firing the right assist at exactly the right moment.
Available on all plans · 7 algorithms run automatically · No separate login · No extra setup
Process
Up and running today — not in weeks
No consultants. No lengthy implementations. No hidden setup fees.
Request Access
Submit your trial request. Our team provisions your dedicated environment within 24 hours — no waiting, no sales calls.
Configure Your Scorecards
Build scorecards that match your quality framework — or paste your policy and let AI draft the sections, weights, fatal and compliance flags. Fully editable before you save.
Onboard Your Team
Invite QA evaluators, supervisors, and agents. Each role sees only what they need.
Drive Performance
Use real-time reports and escalation data to make evidence-based decisions that move the needle.
Integrations
Plays nicely with the 35+ tools you already own
CRMs, telephony, helpdesks, BI, identity. Plus webhooks, a versioned REST API and Zapier so you can hook anything else.
Salesforce
liveCRM
Push QA scores, coaching events and escalations onto contact + opportunity records via REST + Apex callouts.
HubSpot
liveCRM
Two-way sync of agent profiles, call outcomes, and ticket follow-ups via the Conversations + CRM API.
Zoho CRM
liveCRM
Sync evaluation snippets to lead and account records. Webhook-driven; no middleware required.
Microsoft Dynamics
liveCRM
Azure AD passthrough; QA outcomes flow into Customer Insights for cohort analysis.
Genesys Cloud
liveTelephony
Listen-back URL, call metadata, and recording fetch via the Genesys SDK. Click-to-evaluate from any call.
Five9
liveTelephony
Inbound/outbound CDR ingestion + recording links. Auto-link evaluations to call IDs.
Twilio Flex
liveTelephony
Pull call recordings directly from Twilio. Flex plugin shows live QA score on the agent's screen.
Amazon Connect
liveTelephony
Stream call events via EventBridge; write evaluations to a Connect contact record.
Avaya OneCloud
liveTelephony
CDR + recording fetch via OAuth. Map QA outcomes to agent IDs in Avaya Workforce.
WhatsApp Business
liveComms
Send agent evaluations and coaching reminders straight to WhatsApp via the Cloud API.
Slack
liveComms
Real-time fatal-fail alerts to a #qa-incidents channel; daily digest message of yesterday's scores.
Microsoft Teams
liveComms
Adaptive Cards for evaluation alerts and coaching session reminders directly in the Teams chat.
Email (SMTP / SES)
liveComms
Use Resend, SendGrid, AWS SES, or any SMTP. Configurable per-tenant from the super-admin panel.
Google Workspace
liveProductivity
SSO, Calendar invites for coaching sessions, and Drive-based call-recording ingest.
Microsoft 365
liveProductivity
SSO via Entra ID; Outlook calendar invites for coaching; SharePoint as a recording source.
Zoom
liveProductivity
Auto-create Zoom links for coaching sessions; pull cloud recordings for QA review.
Notion
liveProductivity
Embed live QA dashboards into a Notion page via signed iframe URLs.
Jira
betaProductivity
Auto-create Jira issues for fatal fails or complex technical escalations.
Power BI
liveBI
Push anonymised QA dataset to Azure SQL or Fabric for board-level reporting.
Tableau
liveBI
Connect to the QUALICORE Snowflake share for deep exploratory analysis of agent behaviors.
Looker
liveBI
Ready-made Looker blocks for RTA and agent performance cohorts.
Snowflake
SoonBI
Direct secure data sharing for enterprise-scale warehouse analytics.
AWS S3
liveStorage
Use any S3-compatible bucket as a recording source. Bring-your-own-keys.
Azure Blob
liveStorage
Pull recordings via SAS URLs; store rendered PDFs in your own Azure tenancy.
Google Cloud Storage
liveStorage
Service-account-based access for recording libraries.
SharePoint
betaStorage
Directly ingest recordings stored in Microsoft 365 document libraries.
Okta
liveIdentity
SAML SSO + SCIM provisioning for enterprise tenants. Group-driven role mapping.
Microsoft Entra ID
liveIdentity
OIDC SSO with conditional access support; SCIM for user lifecycle.
Google SSO
liveIdentity
OIDC sign-in for Workspace tenants. Domain restriction enforced server-side.
Zendesk
liveHelpdesk
Attach evaluation summaries to tickets; auto-create coaching tickets for failed evaluations.
Freshdesk
liveHelpdesk
Webhook-driven sync of QA outcomes onto agent profile + ticket activity.
Intercom
liveHelpdesk
Convert escalations into Intercom conversations on the customer's record.
Webhooks
liveWebhooks
Per-event signed webhooks: evaluation.submitted, coaching.completed, fatal_fail.raised, payment.received.
REST API
liveWebhooks
Open OpenAPI 3.1 spec, OAuth2 client-credentials, fine-grained scopes, 60 RPS per tenant.
Zapier
liveWebhooks
Drag-and-drop automations for non-technical teams — listen to QA events, push to anything.
Need an integration we don't list? Talk to us — we usually ship custom integrations within a sprint.
Free resources
Not ready to trial? Start here.
QA ROI calculator
See what poor QA costs you — and what you’d save — in 60 seconds.
Calculate my ROIThe QA buyer’s guide
How call-centre QA works, scorecards, compliance scoring and how to choose software.
Read the guideBest QA software (2026)
An honest, ranked comparison of the top call-centre QA platforms.
See the rankingsPricing
Simple, transparent pricing
All prices exclude 15% VAT. Billed per active agent. Cancel anytime.
Pricing is set by ECONX GROUP and may change. All invoices include 15% VAT. Agents are counted at billing time — only active agents are billed.
Built and operated by ECONX GROUP
QUALICORE is a product of ECONX GROUP (PTY) LTD — a technology company specialising in workforce quality management solutions for the BPO and contact centre industry worldwide. Based in South Africa, we serve clients globally. POPIA compliant, B-BBEE Level 1 certified, and registered with CIPC (Reg. 2026/110163/07).
ECONX GROUP Outsourcing
Need a fully-managed contact centre operation?
Beyond the QUALICORE platform, ECONX GROUP provides end-to-end outsourced contact centre services — from QA agents and team leaders through to full collections and inbound/outbound support operations.
Request an outsourcing quote
Scale your operations with our world-class BPO solutions. Tell us what you need and we'll build a custom team for you.
Results
Real results from real BPOs
Measurable improvements across quality, compliance, and efficiency for teams worldwide
Client retention rate
BPOs using QUALICORE report higher client satisfaction due to improved call quality and faster issue resolution
Reduction in repeat issues
Structured coaching and auto-escalation catch quality problems early, preventing recurring failures
Faster coaching cycles
Automated coaching plans eliminate manual tracking, supervisors close plans in days instead of weeks
Audit trail coverage
Every evaluation, coaching session, and warning is timestamped and attributed for legal defensibility
ROI
See the impact on your bottom line
Real cost savings from automating your QA process
Reduction in QA admin time
Automated coaching plans and escalations eliminate manual tracking
Billing automation
Invoices generated automatically every month. No manual agent counting, no spreadsheets, zero admin work
Average monthly savings
For a 50-agent operation vs. manual QA processes
Faster dispute resolution
Complete audit trails mean instant evidence retrieval
Fewer repeat quality issues
Structured coaching and auto-escalation catch problems early
Typical payback period: 6-8 weeks · Most clients see positive ROI within the first billing cycle through reduced admin overhead, faster coaching cycles, and fewer escalated disputes.
Comparison
Why BPOs worldwide choose QUALICORE
Built for compliance, flexible pricing, no hidden fees
FAQ
Common questions answered
Everything you need to know before getting started
How does automated billing work?+
QUALICORE automatically counts your active agents each month and generates an accurate invoice. No manual spreadsheets, no agent counting, no admin work. Invoices are emailed to you with a complete breakdown. You only pay for agents who were active during the billing period.
Is QUALICORE available outside South Africa?+
Yes! QUALICORE is available worldwide. While we're based in South Africa and built with POPIA/LRA compliance, we serve call centres and BPOs globally. We support multiple currencies and can accommodate various regional compliance requirements (GDPR, etc.).
What currencies do you support?+
We support multiple currencies including ZAR (South African Rand), USD (US Dollar), EUR (Euro), and GBP (British Pound). Pricing is flexible based on your location and can be quoted in your preferred currency. South African clients benefit from local VAT invoicing.
How long does implementation take?+
Most clients are fully operational within 24-48 hours. We provision your environment, you configure your scorecards, invite your team, and start scoring. No consultants, no lengthy training sessions, no hidden setup fees.
Do I need to integrate with my telephony system?+
No. QUALICORE is a standalone QA management platform. Your QA evaluators score calls by reference number or recording ID. It works alongside any telephony system — Avaya, Genesys, Five9, or custom solutions.
Is QUALICORE really POPIA compliant?+
Yes. Every evaluation, coaching session, written warning, and agent acknowledgement is timestamped, attributed, and stored with a complete audit trail. We follow POPIA data protection principles and provide legally defensible documentation for labour disputes.
What happens after the 30-day trial?+
You choose a paid plan or your account is suspended (data retained for 90 days). No automatic charges. No credit card required during trial. You control when and if you upgrade.
Can I cancel anytime?+
Yes. No lock-in contracts. Cancel anytime from your admin dashboard. You'll be billed for the current period, then access ends. We can export your data before closure.
Do you offer volume discounts?+
Yes. Volume discounts and loyalty pricing are applied automatically based on your agent count and subscription tenure. Enterprise clients (100+ agents) get custom pricing — contact us for a quote.
What support do you provide?+
Email support for all plans (response within 24 hours). Enterprise plans include priority support, dedicated account manager, and custom onboarding. We also provide comprehensive documentation and video tutorials.
Can I use QUALICORE for multiple clients?+
Absolutely. QUALICORE is built for multi-tenant BPO operations. Each client company gets their own secure environment, branded scorecards, separate users, and isolated reporting. Perfect for outsourcing firms.
Global Compliance
Compliance-first, built for global BPOs
Whether you operate in South Africa, the US, EU, UK, or anywhere in between — QUALICORE's audit infrastructure is architected to help you meet the world's most demanding regulatory frameworks out of the box.
Protection of Personal Information Act No. 4 of 2013. Every evaluation, coaching session, and agent sign-off is processed and stored under POPIA-compliant data principles.
- Lawful processing basis documented
- Data subject rights workflow
- Retention & deletion schedules
- Breach notification framework
General Data Protection Regulation (EU) 2016/679. Applicable to any operation touching EU data subjects — including EU-based BPO clients or agents.
- Explicit consent audit trail
- Right-to-erasure support
- Data minimisation by design
- Controller/processor agreements ready
California Consumer Privacy Act & California Privacy Rights Act. Key for US-facing BPOs handling Californian resident data.
- Consumer opt-out records
- Data sale disclosure support
- Access & deletion request log
- Sensitive-data handling controls
Health Insurance Portability and Accountability Act. For BPOs supporting healthcare clients in the US — QUALICORE provides the audit structure required for BAAs.
- Minimum necessary access controls
- Complete PHI access audit log
- Workforce training records
- BAA-compatible infrastructure
Payment Card Industry Data Security Standard. Call centre teams handling card data need documented QA procedures — QUALICORE logs every evaluation touch-point.
- Scored criteria mapped to PCI controls
- Evaluator access logs
- Call handling QA evidence
- Compliance scoring dashboards
Telephone Consumer Protection Act. Outbound call centre QA must evidence compliant scripting, consent verification, and do-not-call adherence.
- Script compliance scoring criteria
- Consent capture scoring
- Documented QA evidence trail
- DNC violation escalation workflow
AICPA Trust Service Criteria. Our platform infrastructure, access controls, and change management processes align with SOC 2 Trust Service Criteria.
- Role-based access control
- Full change audit log
- Continuous availability monitoring
- Incident response documentation
FTC Standards for Safeguarding Customer Information. For financial-services BPOs — QUALICORE documents the QA procedures required under the updated rule.
- Access control documentation
- Employee training QA records
- Incident escalation logs
- Written QA program evidence
Note: QUALICORE provides the documentation, audit trail, and QA workflow infrastructure to help you meet compliance obligations. It does not provide legal advice. Consult qualified legal counsel in your jurisdiction to confirm your specific compliance posture. Also compliant with LRA No. 66 of 1995 and BCEA No. 75 of 1997 for South African labour law.
Join the Team
Careers at ECONX GROUP
We're building the future of workforce quality management. If you're passionate about technology, people, and making a real difference — we want to hear from you.
View Open PositionsCollaborative Culture
Work alongside talented people who care deeply about quality and continuous improvement.
Fast-Moving Startup
High impact, low bureaucracy. Your work ships quickly and reaches real customers immediately.
Remote-Friendly
We support flexible working arrangements. Results matter more than where you sit.
Grow With Us
As we expand globally, top performers grow into leadership roles. Your ceiling is our ceiling.
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