AI + Human Powered Quality Assurance
Every call graded.
Verified by your team.
Just Grade Metrics transcribes and grades 100% of your recorded calls against your own QA scorecards — with evidence for every score. Your QA team verifies the calls that matter, and can override any grade.
Built for customer experience teams focused on quality, compliance, and operational excellence
- Healthcare
- Insurance
- Banking
- Retail
- BPO
- Government
- Technology
- Financial Services
How it works
From recording to verified evaluation in minutes
Upload your calls
Drop recorded calls into the platform — individually or in batches. Audio is prepared securely in your browser and stored encrypted.
AI grades every one
Each call is transcribed and scored against your own QA scorecard, criterion by criterion — with a verbatim quote and timestamp justifying every score, plus coaching feedback written for the agent.
Your team verifies
A smart review queue routes the calls that matter — low confidence, compliance flags, new agents, disputes — to your QA team, who can confirm or override any score. Automation speed, human judgement.
Features
Built for quality excellence
Custom scorecards
Your criteria, weights and scoring ranges — with auto-fail rules for compliance violations. Every evaluation matches your standards.
Evidence-linked scores
Every score cites the exact words from the transcript, with a timestamp that jumps the audio player to that moment.
Human verification
A capacity-aware review queue puts your QA team’s hours where they matter most. Reviewers confirm or override any grade.
Coaching feedback
Specific, actionable notes for every call, referencing what actually happened — not generic advice.
Compliance monitoring
Auto-fail criteria flag violations the moment a call is graded, before they become patterns.
Analytics & trends
Agent and team performance over time, criterion-level failure rates, leaderboards, and exportable reports.
Pricing
One flat price per team
No per-agent maths and no surprise invoices. Every plan includes AI grading with evidence for every score, and human verification by your own team.
Pro
Automated grading for a focused QA operation.
$99/month
- 500 grading minutes / month
- Up to 5 agents
- 1 custom scorecard
- AI transcription & grading
- Evidence-linked scores
- Human review queue
- Coaching feedback & notes
- Performance dashboard
- Secure cloud storage
- Email support
Enterprise
Full coverage with dedicated support.
$599/month
- 4,000 grading minutes / month
- Up to 25 agents
- Unlimited scorecards
- Everything in Executive, plus:
- API & integration support
- Advanced compliance & risk detection
- Dedicated implementation specialist
- Premium onboarding & training
- Quarterly business reviews
- Priority support
Need more than 25 agents or 4,000 minutes? Talk to us about a custom plan.
Integrations
Connects with the tools you already use
Simplify your workflows and keep your teams connected. Just Grade Metrics is built to work with leading CRMs, support platforms, contact-center software and automation tools — so your quality assurance data flows where you need it.
- Salesforce
- HubSpot
- Pipedrive
- Zoho CRM
- Microsoft Dynamics 365
- Microsoft Teams
- Slack
- Zapier
- ActiveCampaign
- Zendesk
- Freshdesk
- Intercom
- Crisp
- Google Workspace
- Outlook 365
- Five9
- Genesys Cloud
- RingCentral
- NICE CXone
- Talkdesk
- Aircall
- Twilio
- Amazon Connect
- ServiceNow
- Jira
Planning a specific integration? Talk to us about your stack.
FAQ
Frequently asked questions
What is Just Grade Metrics?
An AI-powered quality assurance platform that automatically transcribes, grades, and analyzes recorded customer interactions. It helps call centers improve agent performance, ensure compliance, identify coaching opportunities, and dramatically reduce time spent on manual QA reviews.
What makes Just Grade Metrics different?
Unlike AI-only platforms, every call is graded against your own custom scorecards with a verbatim evidence quote behind every score — and your QA team stays the final authority, verifying the calls that matter and overriding any grade. Automation speed with human judgement, and evaluations managers can actually trust.
How does the AI grading process work?
Upload a recorded call and the platform transcribes the conversation, grades it against your custom QA scorecards, and generates coaching feedback, notes, and performance insights. Within minutes, managers receive a complete evaluation ready for coaching, reporting, and performance management.
Can I use my own QA scorecards?
Absolutely. Every organization can upload or customize its own QA scorecards to match company policies, compliance requirements, scripts, KPIs, and quality standards — including auto-fail rules for compliance violations.
Does Just Grade Metrics replace my Quality Assurance team?
No — it works alongside your existing QA team, automating call grading, coaching feedback, and analytics so your reviewers spend their time coaching agents instead of manually sampling calls. If you don’t have a dedicated QA team, Just Grade Metrics can serve as your complete QA solution.
Can managers monitor their team’s performance?
Yes. Managers get an intuitive dashboard with real-time insights into agent performance, team leaderboards, QA trends, coaching opportunities, historical performance, and downloadable reports.
Is my company’s data secure?
Yes. Call recordings are stored encrypted and privately, playback happens over short-lived signed links, every client’s data is isolated at the database level, and access is governed by secure authentication and industry-standard security practices.
Can I schedule a demo?
Absolutely — we’d love to show you how Just Grade Metrics can transform your quality assurance process. Email info@justgrademetrics.com to schedule a personalized demo.
Do you offer consulting services for BPOs, call centers, or healthcare organizations?
Yes. Alongside the platform, we partner with BPOs, call centers, healthcare organizations, and customer service teams to strengthen QA programs, create custom scorecards, optimize workflows, support compliance initiatives, and provide data-driven strategies.
Do you offer custom scorecard development and compliance policy creation?
Yes. We work with your team to create scorecards, evaluation criteria, scripts, compliance requirements, and quality policies tailored to your organization’s goals and industry standards.
Coach smarter. Grade every call.
See how AI + human-powered quality assurance transforms your QA process — faster evaluations, actionable coaching, and analytics your team can trust.
Book a demo