Robert Miller

Robert Miller

Developer

Quality Assurance

A fully featured application to perform quality assurance on front line support working in tickets, chats and calls. Also features QA form creation, inline call recordings and notation. Uses PHP, JavaScript, jQuery, Bootstrap, MySQL

Quality Assurance

Features

• Create and manage custom quality assurance forms
• Fully integrates multiple support vendors (tickets, chats, calls, jiras)
• Inline view of tickets, chats, calls and jiras while performing audits
• Automatic spell checking
• Listen to call recordings directly and visually see the call wave
• Highlight sections of a phone call and create notes dynamically
• Theme management
• Complete user list management with ability to see statistics, reports, start/complete/edit audits
• Add notes to entire audit that the user can see
• Add internal notes to the entire audit that only auditors can see
• Create notes for each specific audit question