10 quality management software for 2024

Quality management, which is sometimes referred to as quality assurance (QA), is a business strategy that helps to rectify inconsistent service quality, customer churn, ineffective issue detection, and more. Customer service teams can use quality management to improve employee skills and, in turn, the customer experience (CX).

According to the Customer Service Quality Benchmark Report 2023, 77 percent of teams agree that QA processes like conversation reviews are useful for employee growth. So if you want to build a rockstar team of customer service agents and enhance your CX, you need to implement QA. And that’s made easier by partnering with the right quality management software (QMS).

In this guide, we dive into 10 quality management software options so you can make the best decision for your business.

More in this guide:

• What is quality management software?
• The 10 best quality management software
• Features of QMS software
• Benefits of quality management systems
• How to choose the right quality control management software
• Frequently asked questions
• Ready to try quality management software?

Quality management software, or quality system software, is a tool businesses can use to streamline their quality assurance processes. QMS can aid in evaluating and scoring agent-customer interactions, identifying areas of improvement, highlighting coaching and training opportunities, and more.

Quality management software is important because it can help to build long-term customer relationships, boost agent performance, and reduce support costs. In fact, per the CS Benchmark Report 2023, 3 in 4 organizations believe QA processes like conversation reviews can help improve customer satisfaction (CSAT).

Investing in the right software is crucial to streamline customer service quality assurance, improve your team, and keep your customers happy. So, it’s not a matter of “if” you should invest in QMS—it’s “how.”

Types of QMS software

There are several types of QMS options available. As you’ll see in our expanded roundup, there is specialized customer service quality assurance software, while others may take a more generalized approach. Overall, here are some of the most common types and use cases of QMS software:

• Customer service: This type of QMS prioritizes agent conversation grading, coaching, and other aspects that will directly impact the customer experience.
• Internal support: Internal support-focused QMS prioritizes features that help IT and HR teams optimize internal operations.
• Manufacturing: Supply chain management is a key component of many manufacturing businesses—and a QMS with this focus prioritizes product development and logistics.
• Life sciences: A life sciences QMS strongly prioritizes product development and compliance to ensure teams create safe and useful products for the medical device industry.

There are several QMS subgroups on the market, so selecting software that aligns with your use case and industry is critical.

Next, we’ll dive into an expanded product review of quality management system software, highlighting key features, use cases, pricing, and more.

1. Zendesk

Use case: customer service, call center, and sales

Industry leaders know that artificial intelligence (AI) is rapidly changing how businesses approach quality management in customer service—and Zendesk is leading the charge. Zendesk QA leverages AI to help you boost customer satisfaction (CSAT), reduce churn rate, and cut the cost of CX operations.

For instance, our AI-powered quality reviews can evaluate 100 percent of your customer conversations across all agents, channels, languages, and customer service business processing outsourcers (BPOs). In addition, Zendesk QA’s Spotlight and Automated Conversation Discovery features can automatically pinpoint problematic conversations, negative customer sentiment, and more so you can address the proper interactions. This helps you streamline quality monitoring, reduce escalations, and identify follow-up opportunities with agents and customers.

Our advanced analytics capabilities help you understand the true relationship between your service quality and performance metrics. Track key customer service performance indicators (KPIs), CSAT, and more in real time to identify areas for improvement and what parts of the CX are failing. From there, coaching and learning help users identify top- and low-performing agents, knowledge gaps, and recurring issues. This guides you toward training opportunities and actionable feedback to improve your team.

Zendesk QA is also inherently easy to use and seamlessly integrates with Zendesk customer service software to ensure a fast time to value. So, if you want to develop an outstanding team of support professionals, enhance the agent experience, and foster a positive customer experience, our AI-powered quality management platform is the solution for you.

Pricing: $25 per agent/month; a 14-day free trial is available upon request.

Explore more Zendesk pricing plans.

Contact Zendesk sales for a free trial or demo.

2. Playvox

Use case: contact centers

Playvox is a contact center software with workforce management and quality management capabilities. It can help teams review customer conversations over support tickets, live chat, and email.

Playvox’s quality management capabilities assist in analyzing employee performance. Integrated coaching features can spot knowledge gaps and training opportunities. From there, users can use that data to create coaching programs.

Playvox Workloads allow managers to review team-wide performance, and users can customize evaluation criteria to search for specific figures. Additionally, sentiment analysis features identify how consumers are feeling during agent interactions.

Pricing: Contact Playvox; a 15-day free trial is available.

3. Honeywell Trackwise

Use case: supply chain quality management

Honeywell Trackwise is a cloud-based quality management system specializing in supply chain management. Its capabilities focus on product quality, decision-making, and law and regulatory compliance.

The product allows users to monitor and access data throughout the quality management process, from initial development to production. Honeywell Trackwise has reporting and analytics dashboards so managers can identify how their team performs in real time.

The platform offers compliance management and data protection. The system automatically creates audit trails, highlights e-signature requirements, and offers daily penetration testing to evaluate the strength of the user’s digital security system.

Pricing: Contact Honeywell Trackwise.

4. Ideagen

Use case: manufacturing quality management

Ideagen is a quality management system that seeks to help businesses digitize their processes and comply with industry standards. It leans on automation and integration with existing systems to manage organizational performance.

The software features automated workflows and gap analysis that managers can use to create schedules. Audit and reporting features can identify whether those schedules are working as intended or if there are any areas for improvement.

Ideagen also prioritizes security and compliance. Businesses can use document control, document management, and internal audits for cybersecurity and digital protection. Additionally, the platform offers product integrations through APIs like LIMS and ERP systems.

Pricing: Contact Ideagen.

5. Qualio

Use case: life science QA for growing businesses

Qualio is a quality management software that prioritizes growing life science companies. The platform has features related to scalability and compliance.

Businesses can use personalized training to identify team inefficiencies and assign training modules to employees. Centralized content and training workflows can inform new hires, established employees, and newly promoted agents.

Risk management and monitoring can highlight potential problems during product development. Also, users can input custom risk criteria into the risk visibility features to alert them when a project is starting to show compliance issues.

Pricing: Contact Qualio.

6. Qualityze

Use case: manufacturing and supply chain compliance

Qualityze is a quality management system designed to help businesses adhere to industry-specific quality standards like FDA and ISO-9001 compliance. It has features related to QA, product lifecycle management, customer experience, analytics, and more.

Supplier quality and evaluation capabilities aid businesses in choosing a partner or supplier to get materials. This approach combines risk analysis, reporting, and analytics so users can research the organizations they may choose to do business with.

Incident management features alert organizations to employee accidents or process delays. Employee training management, such as courses, assessments, and certifications, can help managers train their workforce.

Pricing: Contact Qualityze.

7. ZenQMS

Use case: life science product quality management

ZenQMS is a quality management system designed for life science teams. It prioritizes product quality and complying with regulatory requirements.

The product’s control module allows users to customize their product view to highlight important business processes or production stages. The issue module allows businesses to create workflows, prioritize important stages, and set workflow triggers.

Users can also manage their team's performance. The training module helps managers coach their employees, while the documents module compiles and secures internal documents related to training, processes, and product-specific information.

Pricing: Contact ZenQMS.

8. Calabrio

Use case: contact centers

Calabrio is a quality management software for contact centers that has features such as AI, customer sentiment detection, and audio and screen recording.

Omnichannel call capture helps managers analyze customer interactions. This feature automatically records interactions from mediums like the phone, email, and chat and stores that information in Calabrio’s dashboard.

Performance coaching uses AI to identify agent skill gaps and guides managers in implementing training programs. Gamification features entice employees to perform better and engage in healthy competition.

Pricing: Contact Calabrio.

9. Scorebuddy

Use case: call center automation

Scorebuddy is quality assurance software designed for call centers. Its three main pillars are AI and automation, agent engagement, and using data for insights.

Agent reporting allows managers to monitor their team's performance, identify areas for improvement, and compile that information into one interface. This allows users to compare performance on an individual or team-wide basis.

Conversational analytics analyze and score customer interactions, monitor agent performance, and judge consumer sentiment. The platform can also integrate with products like Zendesk.

Pricing: Contact Scorebuddy.

10. Convin

Use case: contact centers

Convin is quality assurance software for multichannel contact centers. It uses automation to give users insight into the performance of their team and their processes.

Automated quality assurance analyzes consumer interactions to help businesses evaluate agent performance and consumer sentiment, as well as identify any compliance issues. Real-time Agent Assist uses automation to help sales agents with conversations. It can direct them to mention something from a script or take the conversation differently if they get derailed.

The learning management system highlights agent performance and identifies training opportunities. Automated coaching piggybacks off that data to highlight where agents need coaching from managers or instances in which they could get coaching or guidance from their peers.

Pricing: Contact Convin.

Quality management software varies from provider to provider. Some have features geared toward specific industries, and others may be all-encompassing. That said, here are the must-have features you should look for when choosing a customer service QMS:

• AI-powered quality assurance tools: Go for a solution powered by AI quality assurance to flag customer conversations based on your pre-defined criteria—allowing you to review every consumer interaction.
• Coaching and learning advancements: The tool should allow you to monitor agent performance and KPIs in real time to identify low-performing agents or training opportunities.
• 360-degree feedback: Look for features that combine internal quality reviews with customer surveys and feedback to get the full picture of your team’s performance.
• Analytics and trend data: Be sure that you can measure team performance over time to pinpoint trends and evaluate the status of your operations.

No matter your industry or use case, you should look for these capabilities at a minimum. Take note: Zendesk QA has all of these and more.

Quality management systems can strengthen your operations in several key areas. Here are some of the top benefits of QMS:

• Enhances the customer experience: After adopting automated QA and identifying coaching opportunities, you’ll naturally improve your team’s performance. These will ensure you deliver a consistently positive CX.
• Drives customer loyalty: Customers are loyal to businesses that cater to their needs and deliver an outstanding CX. With quality management systems, you’ll succeed in both.
• Improves the employee experience: Quality management systems encourage a culture of development and continuous improvement, which can show employees that you are committed to their growth.
• Boosts agent performance: QMS can pinpoint where agents are underperforming and highlight any team-wide knowledge gaps—thereby improving team productivity and performance.
• Identifies areas of improvement: Through 360-degree feedback and real-time insights, organizations can identify any troubling trends or areas of improvement.

Overall, QMS can play a crucial role in developing your team and building long-term relationships with your customers.

Beyond evaluating key features and benefits, you’ll want to consider a few other factors before selecting a QMS. Here are some important questions to ask yourself:

• Define your needs and goals: Whether it’s a focus on employee performance or advanced analytics, clearly define what you need from a QMS and the features that are important to you.
• Weigh the total cost of ownership: QMS is more than just the monthly price. You must factor in implementation costs, ongoing maintenance, and other expenses that may accrue while using the system.
• Consider integrations: If you’re using internal tools and processes, ensure that a QMS can seamlessly integrate with them. For example, if you are looking for a customer service QMS, you’ll want to be sure it integrates with your support solution to streamline your data.
• Evaluate ease of use: A QMS isn’t any good if your team can’t get up to speed quickly. Ensure the system you select is easy for your employees to learn and use regularly.

Weighing these variables will help you make the right decision for your organization.