QUALICORE is a quality assurance (QA) scoring and coaching management platform built specifically for South African call centres and BPO operations. It enables QA evaluators to score agent calls in real time, automatically triggers coaching plans on failures, and provides full POPIA-compliant audit trails.

Is QUALICORE POPIA compliant?

Yes. QUALICORE is built with POPIA (Protection of Personal Information Act) compliance as a core requirement. Every evaluation, coaching session, and written warning is timestamped, attributed, and stored with a full audit trail for legal defensibility.

How does the free trial work?

QUALICORE offers a free 30-day trial with no credit card required. After requesting access, your dedicated environment is provisioned within 24 hours. You get access to all features during the trial period.

Does QUALICORE handle Rand (ZAR) billing?

Yes. QUALICORE is billed in South African Rand (ZAR) with 15% VAT included. We support card payments via Yoco — South Africa’s leading payments platform — and bank transfers (EFT). B-BBEE Level 1 certified.

What types of call centres use QUALICORE?

QUALICORE is used by inbound and outbound call centres, BPO operations, contact centres, and shared service teams across South Africa. It supports multi-client BPO environments with separate tenant isolation for each client company.

Does QUALICORE integrate with existing call centre systems?

QUALICORE is a standalone QA management platform. QA evaluators score calls by reference number or recording ID. It works alongside any telephony system — no direct integration is required to start scoring calls and managing quality.

What is the pricing for QUALICORE?

QUALICORE is priced per agent per month in South African Rand (ZAR). Plans start from R 199/agent/month. All plans include a 30-day free trial with no credit card required. Volume discounts and loyalty pricing are applied automatically.

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.

Can I cancel anytime?

Yes. No lock-in contracts. Cancel anytime from your admin dashboard. You will be billed for the current period, then access ends. We can export your data before closure.

Do you offer outsourcing QA services?

Yes. ECONX GROUP provides outsourced QA evaluators, collections and support teams, and BPO managed services — all running on QUALICORE. Request a quote on the outsourcing page or homepage.

Is QUALICORE available for call centres outside South Africa?

Yes. QUALICORE is used by BPOs and contact centres worldwide with multi-currency support, GDPR and POPIA-ready audit trails, and country-specific guidance on our global QA pages.

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.

Complete guide · updated June 2026

Call Centre Quality Assurance: the complete guide

Call centre quality assurance (QA) is the process of scoring customer interactions against a scorecard to measure quality, ensure compliance and drive coaching. The best modern QA software uses AI to draft evaluations for human sign-off, keeps an independent compliance score, automates coaching, and — for BPOs — is multi-tenant so each client campaign is isolated.

This guide explains how call-centre and contact-centre QA works, the role of scorecards and compliance scoring, how to choose QA software, and what makes the best platform for BPOs and outsourcers. Jump to any question below.

What is call centre quality assurance?

Call centre quality assurance (QA) is the structured process of evaluating customer interactions — calls, emails and chats — against a defined scorecard to measure quality, ensure regulatory compliance, and drive agent coaching and improvement.

A QA programme samples each agent’s interactions, scores them against weighted criteria, identifies strengths and gaps, and feeds the results into coaching, training and reporting. Modern QA software automates sampling, scoring, escalation and coaching, and can use AI to draft evaluations for a human to approve. Done well, QA links directly to higher CSAT and first-contact resolution, lower compliance risk, and measurable performance improvement. Full definition →

How does a QA scorecard work?

A QA scorecard is a weighted checklist of criteria, grouped into sections, that evaluators use to score an interaction out of 100%. Critical criteria can be marked “fatal” — failing one scores the whole evaluation zero.

Good scorecards separate ordinary criteria from fatal criteria (an automatic zero, e.g. a missed mandatory disclosure) and track a separate compliance score independent of overall quality. You can build one in minutes — or paste your QA policy and let AI draft it. How scorecards work →

What is a compliance score, and why keep it separate?

A compliance score is a dedicated measure of regulatory adherence (disclosures, identity verification, data handling) kept separate from the QA quality score — because an agent can deliver a great experience while still breaching a regulation.

A single blended score hides regulatory risk; a dedicated compliance score surfaces it, often with stricter escalation (a breach can void the call). This is essential in regulated industries like collections, insurance, banking and healthcare.

How do you choose call centre QA software?

Choose QA software that combines AI-assisted scoring (human-in-the-loop), an independent compliance score, automated coaching with proven ROI, agent-risk analytics, and — for outsourcers — true multi-tenant support so each client campaign is isolated.

Prioritise: AI Auto-QA that drafts the whole evaluation for a person to approve; a separate compliance score; closed-loop coaching ROI; predictive agent-attrition warning; and transparent pricing. Compare options on our comparison hub, or estimate the savings with the free ROI calculator.

What is the best QA software for BPOs and outsourcers?

For BPOs and outsourcers, the best QA software is multi-tenant by design — isolated scorecards, reporting and compliance per client, with branded client reporting. QUALICORE is built this way, adding AI Auto-QA, a compliance score and coaching ROI on top.

A BPO’s product is provable quality across many clients at once. QUALICORE gives each client an isolated environment and an optional read-only client portal, so you can win contracts on a real QA methodology and keep them with MBR-ready reporting. See outsourcing QA and QA software for BPOs.

How does QA connect to coaching and lower attrition?

A failed evaluation should automatically open a coaching plan; coaching ROI then proves the score moved; and agent-risk analytics flag flight-risk agents early — together cutting the 30–45% attrition typical of BPOs.

Closing the loop — score → coach → measure — is what turns QA from a report into improvement. QUALICORE auto-creates coaching from failures, proves ROI, and predicts attrition so leaders intervene before they lose good people. Read the playbook: reduce call centre attrition.