AI Call QA Software for Credit Unions and Community Banks
See 100% of What's Happening in Your Institution.
CoachQA is an AI call quality assurance platform that evaluates 100% of customer calls at credit unions and community banks against your actual SOPs: automating QA, flagging revenue opportunities, catching compliance and fraud risks and detecting customer complaints. Complete operational intelligence all in one platform.
See CoachQA in Action
CoachQA vs. manual call review
Most financial institutions review less than 1% of customer interactions. Managers coach based on a handful of calls while compliance risk, fraud signals, and revenue opportunities hide in the other 99%.
Sampling doesn't just miss problems. It creates false confidence.
Deep Evaluation, Not Surface-Level QA
Powered by Retrieval-Augmented Evaluation and REALM™, Posh's responsible AI engine built for banking.
What is automated call QA software?
Deep Evaluation, Not Surface-Level QA
CoachQA doesn't rely on keywords or generic scoring. For every conversation, it dynamically retrieves the exact SOPs, scripts, and compliance requirements relevant to that interaction, then evaluates both what the agent said and what they should have said. Every score is grounded in real context, not assumptions.
Powered by Retrieval-Augmented Evaluation and REALM™, Posh's responsible AI engine built for banking.
What Changes When You See Everything
CoachQA does six things no legacy QA tool can do at once.
See the Impact on Your Operation
Works with your stack and CCaaS platform. No vendor lock-in. No rip and replace.
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Built for regulated quality assurance from day one
Purpose-built for regulated industries that can't afford shortcuts on security, compliance, or data handling.
- 100% interaction coverage across every call and chat, not just random samples
- Zero PII persistence: SSNs, account numbers, and sensitive data automatically redacted before storage
- Compliance-ready audit trails with every score, flag, and coaching note fully traceable
- Review and re-analysis workflows with supervisor dispute reasoning and manual QA support
- SOP and best practice matching via semantic understanding, not just keywords
- SOC 2 ready architecture with encrypted data at rest and in transit
Frequently Asked Questions
Does CoachQA review 100% of calls at community banks and credit unions, or just a sample?
CoachQA evaluates 100% of customer interactions: every call, every chat. Most institutions currently review less than 1% of customer interactions. CoachQA estimates that for an institution handling 4,000 interactions per week, full coverage saves 795 hours per week and delivers an estimated $1.9M in annual value from manual review time alone.
Can CoachQA grade interactions based on your institution's specific SOPs and rubrics?
Yes. CoachQA uses Retrieval-Augmented Evaluation to dynamically retrieve the exact SOPs, scripts, and compliance requirements relevant to each individual conversation before scoring, evaluating both what the agent said and what they should have said. It's not keyword matching or a generic scorecard.
How is CoachQA different from Posh Simulator?
Posh Simulator is for training before live interactions: employees practice in a safe environment and build skills. CoachQA evaluates real customer interactions after they happen, scoring 100% of calls against your actual SOPs. The two are designed to work together: Simulator builds readiness before the call, CoachQA closes the loop with real performance data after.
Can CoachQA identify missed revenue opportunities and emerging trends?
Yes. Beyond compliance scoring, CoachQA flags missed product recommendations, emerging topics like fraud inquiries or online banking issues, and sentiment trends that signal service problems before they escalate. This turns QA from a backward-looking audit into a forward-looking operations tool.
Can CoachQA detect fraud signals and compliance risks in real time?
Yes. CoachQA flags compliance issues before they reach audit and detects social engineering attempts as they happen. Anomaly detection alerts fire automatically when scores drop, sentiment shifts, or call volumes spike, giving managers a warning system rather than a post-mortem.
What CCaaS platforms does CoachQA integrate with?
CoachQA integrates with Genesys, NICE, RingCentral, Amazon Connect, Twilio, Zoom, Talkdesk, Glia, 8x8, Avaya, Cisco, Salesforce, and Microsoft Dynamics 365, plus any platform via webhooks. No rip-and-replace required.