Audit every interaction, improve every process.
Sellers judge a marketplace by the support they get. A dedicated QA team audits seller interactions across phone, chat and email, including the ones handled by your outsourced partners. Automated scoring reads every interaction rather than a sample. Named auditors sign the verdict, and business analysts turn the findings into fewer seller pain points.
A QA team that listens to the whole floor, not a sample of it.
A dedicated quality team audits seller interactions across phone, chat and email against a scorecard agreed with you. Automated scoring reads every interaction and flags the ones that need a human ear. Named auditors give the verdict, calibrate with each other every week and sign what they publish.
- Phone, chat and email auditedOne scorecard across channels: greeting, understanding, accuracy, resolution, compliance and tone, weighted the way your programme needs.
- Outsourced partners evaluatedThe same evaluations run on your partners’ desks, so in-house and outsourced quality sit on one scale, with the evidence attached.
- Automated interaction scoringEvery interaction gets a score and a reason. Low scores, compliance flags and disputed scores go to a named auditor, and coaching verdicts wait for a name.
- Calibration on the recordAuditors calibrate on held samples every week. Score changes and the reason for them are written to the record.
| Interaction | Score | Verdict | |
|---|---|---|---|
| Chat · listing rejected · Tone Audio | 94 | ✓ pass |
| Phone · payout dispute · partner desk | disputed | held · calibration |
| Email · bulk upload · Rouge Leather | 68 | coaching · named lead |
 | Chat · return refused · Aura Scents | 52 | held · compliance |
| Chat · variant setup · Slate Computing | 91 | ✓ pass |
Fix the process that produced the bad call.
Quality scores tell you where the pain is. An on-site process excellence and business analyst team works the seller experience programme with you, reading the audit findings, the ticket data and the seller feedback to reduce the pain at its source.
On-site process excellence team
Analysts who sit with your seller operations, walk the process and own the improvement backlog, not a report that sits in a drawer.
Seller pain programme
The recurring reasons sellers write in, ranked by volume and effort, worked down one root cause at a time with the owner named against each.
Business analysis
Ticket, interaction and listing data joined so a change can be justified with evidence before it ships and measured after.
Guideline and scorecard upkeep
When a policy changes, the scorecard, the helpdesk templates and the training change with it, in the same week, with the version in the record.
Coaching that closes the loop
Coaching verdicts go to the agent and the team lead with the interaction attached. The next scores show whether it worked.
Workflow automation
Repetitive steps the analysts find, such as status updates and evidence gathering, are handed to agents. Anything that changes a seller’s standing stays with a person.
Read every conversation for what it can teach.
Agent to buyer and agent to seller interactions are analysed for opportunities at two levels: the agent, who may need coaching, and the process, which may need changing. Quality dashboards show both, by team, channel, partner and reason. They update as interactions are scored. The same scoring engine powers Bill Gosling’s LiveAssist and NEQQO products, so what it learns on one floor carries to the next.
- Agent level opportunitiesWhich agents need coaching on which skill, with the interactions that show it attached to the verdict.
- Process level opportunitiesWhich contact reasons, policies and tools generate the low scores, so the fix goes upstream instead of into another coaching session.
- Quality dashboardsScores, trends and held items by team, channel and partner, with drill-down to the interaction and the auditor’s note.
- Everything on the recordWho scored what, who signed the verdict and what changed as a result, chained so it cannot be edited after the fact. How the gates work.
Let’s build smarter, faster and more scalable e-commerce experiences together.
Explore how AI + creativity can accelerate your next big move. Send us a hundred seller interactions. We will score them, calibrate the scorecard with your team and show you which processes to fix first.