Automated Quality Management (AQM): What it is + how it helps

Coaching works best in the moment, not weeks later. When quality assurance (QA) feedback shows up days or weeks after the fact, it’s harder for agents to connect it to what actually happened. The result is less learning, slower progress, and missed opportunities to grow.

Automated quality management (AQM) changes the workflow. 

This guide covers what AQM is broadly, with specific examples of how Alpharun's voice-focused system delivers results. We’ll break down how it works and why it’s changing how teams coach, sell, and perform.

What is AQM?

Automated Quality Management (AQM) is an automated quality control system that uses AI to replace manual QA. It reviews every conversation, finds what works, and points out where performance can improve.

AQM captures what happens in every call and chat, turning it into something teams can learn from. It gives feedback that feels useful, not forced, and helps everyone pull in the same direction. That’s how real improvement starts to stick.

Each AQM tool offers different capabilities for monitoring and analyzing conversations. Alpharun takes a highly effective and focused approach: in-depth voice conversation analysis with AI-powered post-call coaching. 

How automated quality management works

AQM reviews every interaction and applies your scoring criteria to find patterns. It then creates coaching tasks your managers can actually execute. Here's how each step works:

Capture

AQM tools connect to your existing call platforms to automatically pull in recordings and transcripts. 

Alpharun integrates with platforms like Five9 and Genesys, so your calls flow straight into the system without the extra step of manual uploads.

Transcribe and analyze

Once AQM captures the calls, the system transcribes each one and looks for tone changes, dead air, objections, and overall conversation flow.

Unlike generic tools, Alpharun learns from your top performers. It recognizes what “good” sounds like for your business, not just the industry average.

Auto-scoring

After analysis, auto-scoring applies identical criteria to every conversation. There's no reviewer bias, no manager having a bad day, no favorites. 

Alpharun builds your compliance rules and coaching standards right into the scoring model. That means consistent, fair evaluations across reps, teams, and time.

For example, you customize the scoring completely to match your business:

• Include simple criteria like a recording disclosure to read on every call. 
• Add complex criteria, such as your company’s unique lead-discovery tactics.
• Integrate checks that they followed your qualification process.
• Monitor how many sales they closed, and how many of those met compliance rules. 

Surface insights

Scored calls turn into clear insights. Trends emerge, compliance risks light up, and coaching opportunities stand out.

Your managers open a dashboard and immediately see who needs help with what. They can drill down to specific moments, like which objections are killing deals across the entire team or where a rep lost control of the conversation.

Plus, Alpharun sends the agents short, digestible coaching notes directly as well to take some of the work off the manager's plate.

Trigger action

The platform converts insights into tasks. Your managers get specific coaching assignments with the exact calls that need review attached.

The system spots the moments where a rep could have handled a call differently. Managers use those clips in coaching sessions, showing what happened, why it mattered, and how to make the next one even better.

Why manual QA falls short

The full AQM cycle shows how quality management drives real improvement. However, many teams still rely on manual QA, which creates gaps that hurt performance.

Here’s a quick look at where manual QA falls short:

These shortcomings hold teams back. Automated quality assurance through AQM steps in with clear benefits that move performance forward.

Benefits of automated quality management

With an automated quality management system, every call and message becomes a chance to improve. It helps teams deliver better results, maintain compliance, and build consistent performance.

Here’s what you can expect when the system is working for you:

Complete visibility

Manual QA looks at only a few calls, but AQM delivers near-total coverage across all your calls. Leaders have eyes on every conversation, giving them a clear sense of team performance.

Better coaching

Managers can see exactly where a call went off track, down to the sentence. Instead of vague feedback like “handle objections better,” they can point to the exact moment the deal was lost and show what a top performer said in the same situation. That’s coaching reps can use right away.

Faster improvement

Reps don't wait three weeks to hear how they did. They get feedback while the call is still fresh, which leads to measurable gains in conversion rates and revenue per call scores. Tight feedback loops drive faster results.

Lower risk

The system monitors calls and flags compliance errors immediately. Managers get summaries each week of all the problem areas so that they can coach reps frequently. This workflow stops mistakes from becoming a pattern, which keeps your team out of regulatory trouble.

Happier teams

Fair reviews and clear expectations make reps feel supported instead of blindsided. People stick around when they know what success looks like and get recognition for hitting it. That's how you reduce turnover and build a team that actually wants to improve.

What to look for in automated quality management

At first, quality management solutions may look the same. The real difference is in the details that turn data into improvement. Here are the capabilities that matter most:

​​Custom scorecards

Generic scorecards give you surface-level metrics that don't reflect your actual business. 

Custom scorecards measure what matters to your team: your specific workflows, your compliance requirements, and your definition of a good call. You need scoring criteria that match how your business actually operates.

Sentiment and topic models

Yes, KPIs show the outcome, but not the why. Sentiment and topic models reveal the emotions behind a prospect’s tone. They also show the intent behind their questions. This gives managers the context to coach effectively and address root causes, not just surface problems.

Root cause tools

When performance drops, there is always a reason. It could be a missed disclosure, a weak handoff, or a process step that slows agents down. Root cause tools trace KPI changes back to these moments and give managers clarity on what to fix first.

Coaching workflows

Feedback that sits on a dashboard doesn't change behavior. Coaching workflows create training tasks, set deadlines, and track completion. That's how insights become actual improvement instead of just reports nobody acts on.

Integrations

AQM works best when it plugs into your existing stack. Integrations with Five9, Genesys, your CRM, and Workforce Management (WFM) tools feed insights directly into daily workflows. Managers and reps can act on coaching without jumping between five different systems.

Switching from manual QA to AQM at Alpharun

Making the switch means moving from a process that’s limited and inconsistent to one that’s complete, consistent, and tied to results. Here's how Alpharun makes it work:

1. Evolving playbooks

Every AQM system needs a clear definition of success. Alpharun analyzes your best calls and builds a playbook that highlights the behaviors of top performers.

This playbook becomes your scoring guide. As your products, markets, and compliance rules change, the playbook adapts so your standards stay current.

2. Full coverage

Manual QA struggles because it sees too little. Most interactions slip by without review, leaving you with incomplete data. AQM scores every conversation against the same standards so you get the full picture.

Alpharun links results back to specific behaviors. Managers see not just who's on track or struggling, but exactly why their performance looks that way.

3. Coaching that lands

Feedback is most effective when it’s specific and timely. Alpharun pinpoints the exact second where and when a call went off track and suggests stronger phrasing. 

Reps get one focused coaching point per week, tied to real conversations. This makes feedback clear and easy to apply without overwhelming them. Over time, it builds a steady rhythm of learning and improvement.

4. Manager visibility

Alpharun organizes performance data by rep, team, topic, and compliance rule. That turns scattered numbers into clear direction. Managers spot coaching priorities immediately instead of spending weeks digging through manual reviews.

5. Data protection

Changing systems shouldn’t put security at risk. Alpharun meets strict privacy and compliance standards like System and Organization Controls 2 (SOC 2) and General Data Protection Regulation (GDPR). 

You get the coaching and guidance you need, with the confidence that all your data stays safe.

6. Performance improves continuously

Manual QA often feels like a checkbox exercise. AQM with Alpharun creates continuous improvement instead. Playbooks evolve, coaching gets sharper, and data points guide action week after week.

The result is a system that raises the floor over time. It helps new hires ramp faster and keeps veterans performing at their best.

Scale what your best reps do

Your best reps already know what works. Alpharun captures those winning moments and turns them into coaching for the team. Great calls don’t stay with a few top performers. They become the standard everyone can follow.

Stop settling for average performance when your top performers have already cracked the code. See exactly how Alpharun turns your best calls into team-wide results. 

Book a demo and watch your bottom performers start closing like your best. We help with high-volume hiring too.