Quality at Scale:
How VOKSICA Built a Smart Coaching & QA System for Sales Calls
The Compliance Burden That Sparked Innovation
In fast-paced sales environments like security services, consistent performance and compliance aren’t just nice to have — they’re mandatory. For TruGuard Security, manual call reviews were bottlenecking performance insights and delaying feedback loops.
Managers were overwhelmed. Reps felt under-supported or over-scrutinized. Escalations were missed. Feedback was delayed. And sales opportunities were falling through the cracks.
They needed a system that could listen to every call, analyze tone, flag red flags, and trigger coaching — all without requiring human input at every step.
Engineering a Coach That Never Sleeps
VOKSICA designed and deployed a complete AI-powered quality assurance and coaching system using a stacked tech ecosystem: Whisper, GPT-4o, n8n, Notion, and Slack.
Every sales call was transcribed, scored, flagged, and logged in real time — creating a living, breathing QA assistant.
The system could:
– Transcribe and analyze calls for sentiment and compliance.
– Trigger red-flag escalations to team leads or executives.
– Auto-generate coaching emails with action steps.
– Track coaching tasks and follow-up via Notion logs.
– Send daily digests of rep performance, violations, and top achievements.
Our goal wasn’t just transcription — it was transformation.
Building the Brains Step by Step
To ensure adoption and scalability, the system was built in phases:
1. Scoring Engine – GPT-4o-powered analysis of tone, sentiment, and compliance.
2. Escalation Logic – Red-flag alerts sent instantly to managers.
3. Coaching Automation – Real-time coaching emails and task creation.
4. Recognition & Hygiene – Slack shoutouts, CRM hygiene automations, and achievement tracking.
Each layer added intelligence and cohesion — turning the system from a basic review tool into a full-spectrum performance management engine.
From Reactive to Proactive: The Results
Within two months of launch:
– Manual QA time dropped by 90%.
– Red-flag detection accuracy hit 98%.
– Coaching was delivered in under 24 hours (instead of 5+ days).
– 120+ coaching tasks were auto-created and tracked.
– CRM hygiene scores improved by 70%.
– Deal pipeline visibility and accountability rose across the sales team.
What was once a reactive review process became a proactive performance loop.
No Micromanagement. Just Momentum.
Perhaps the biggest shift wasn’t technical — it was cultural. Managers stopped chasing violations and started celebrating wins. Reps got faster, more actionable coaching without the stigma of micromanagement.
The result was a transparent, performance-driven culture where everyone knew where they stood — and how to improve.
Industries That Can Benefit from QA & Coaching Systems
While this system was built for a security sales team, it’s applicable anywhere call quality, compliance, and coaching matter:
– Sales Teams – Ensuring reps stay compliant while boosting conversion rates.
– Customer Support Centers – Automating QA and coaching across thousands of calls.
– Healthcare & Telemedicine – Monitoring patient calls for empathy and accuracy.
– Financial Services & Insurance – Ensuring compliance on sensitive conversations.
– Recruitment Agencies – Scoring candidate interactions and coaching recruiters.
Any organization that thrives on consistent, high-quality conversations can benefit.