Intelligent Oversight, Seamless Execution:
How VOKSICA Reinvented QA for TruGuard’s Ops Team
The Hidden Complexity Behind Operational Calls
In the fast-paced world of security operations, success is often determined behind the scenes. For TruGuard Security, the operations team juggled hundreds of mission-critical calls daily — ranging from last-minute shift changes to conflict resolution and emergency handling. But despite their pivotal role, there was no structured way to review, assess, or improve the quality of those calls.
Coaching was inconsistent, red flags were often discovered too late, and performance tracking relied on anecdotal feedback instead of data. TruGuard needed a system that could analyze every call, surface what mattered, and support managers in driving real behavioral improvement.
Crafting the AI Nerve Center for Daily Operations
VOKSICA architected an intelligent QA and Coaching Automation system tailored precisely to the unique needs of operational workflows. At the heart of the system was Retell AI, capturing and transcribing every conversation. These transcripts were evaluated by GPT-4o models in real-time, using advanced scoring logic that analyzed tone, sentiment, escalation markers, and adherence to communication protocols.
To ensure that insights didn’t live in a silo, we integrated Slack, GoHighLevel, Notion, and n8n to distribute feedback instantly and assign tasks automatically. Red flags triggered immediate escalation alerts. Coaching steps were automatically added to manager dashboards. Every call contributed to a smarter, more informed oversight process.
From Overwhelmed Managers to Empowered Leaders
Prior to this automation, managers were stuck in a loop of reactive firefighting. They had neither the time nor the tools to deliver consistent feedback. Coaching was delayed, performance patterns went unnoticed, and reps received little recognition.
But within just 60 days, the shift was dramatic:
– 90% reduction in manual QA hours, giving leaders their time back.
– 98% red flag accuracy, ensuring critical issues were never missed.
– 5x faster coaching feedback loops, improving rep growth and accountability.
– 150+ coaching tasks auto-assigned, tracked, and closed.
– 70% improvement in CRM data hygiene, increasing operational clarity.
The system became more than automation — it became a cultural shift.
Coaching That Builds Culture
The smartest systems don’t just track performance; they uplift teams. We designed the coaching experience to prioritize psychological safety, growth, and clarity.
Reps were celebrated for achievements with Slack shoutouts. Coaching was positioned as development, not discipline. And every feedback item came with context, empathy, and actionable next steps.
The result? A more transparent, energized, and self-aware team that didn’t fear feedback — they welcomed it.
Industries That Can Benefit from QA & Coaching Automation
While created for a security operations team, this QA + coaching system brings value across industries where call quality, compliance, and coaching are mission-critical:
– Security Firms & Field Ops – Guard communications, incident management, and shift logistics.
– Customer Support Centers – Monitoring and improving agent quality at scale.
– Healthcare & Telemedicine – Ensuring patient calls are handled with accuracy and empathy.
– Sales Teams – Scoring calls, tracking objections, and reinforcing coaching loops.
– Logistics & Transportation – Monitoring dispatch and field coordination calls.
Any business where conversation = core workflow can benefit.