Quality Model Overview
Authenticx offers two kinds of Quality Models for QA automation:
Standard Quality Models
Our Standard Quality models evaluate for a set of out-of-the box criteria, allowing you to quickly scale agent performance scoring with flexible, context rich models. These models were built and tested by our in-house team and test 20 agent skills.
Standard Quality Models are included with our Quality product. See our Standard Quality Rubric below.
Custom Quality Models
Custom Quality Models are built to accommodate your specific criteria while retaining the flexible, context rich benefits of LLM-based scoring.
If you are interested in using a custom scorecard, reach out to your Authenticx contact. We can work with your team to refine the rubric, build, and test models that meet your specific needs.
Standard Quality Rubric
Our rubric was built in partnership with healthcare clients and calibrated on thousands of real conversations. It reflects the core behaviors that drive trust, clarity, and resolution in customer interactions, and it’s designed to be both measurable and meaningful.
Our Standard Quality Rubric include 20 skills that ladder up to 8 main categories: First Impression, Maintains Professionalism, Clear Communication, Active Listening, Takes Accountability, Demonstrates Understanding, Manages Expectations, Fond Farewell. Here’s a breakdown of the categories and why they matter:
First Impression
Establishing professionalism, clarity, and trust from the start
Does the agent identify themselves by first name?
Does the agent state the company or program name?
Does the agent ask how they can assist the customer? (Inbound conversations)
Does the agent state the reason for the call? (Outbound conversations)
Why it matters: A clear, confident introduction sets the tone and reduces confusion — especially in healthcare, where patients may be uncertain or overwhelmed.
Maintains Professionalism
Demonstrating respect, courtesy, and brand representation
Does the agent say “please” and “thank you”?
Does the agent seek permission to place on hold and thank afterward?
Did the agent avoid using negative language, inappropriate language and slang?
Did the agent avoid using jargon and acronyms?
Why it matters: Professionalism isn't just about tone — it's about making the experience feel respectful, approachable, and trustworthy.
Clear Communication
Ensuring the patient understands and feels understood
Does the agent speak in a clear, understandable manner and pace?
Does the agent avoid unexplained silence?
Did the agent allow the caller to speak without interruption?
Why it matters: Confusion creates barriers to access and adherence. Clear communication reduces friction and builds patient confidence.
Active Listening
Showing that the agent is fully engaged
Does the agent utilize active listening skills?
Why it matters: When patients feel heard, they are more likely to engage, share concerns, and follow through on next steps.
Takes Accountability
Taking ownership of the conversation and its outcome
Does the agent take responsibility by providing an ownership statement?
Why it matters: Patients are looking for someone who will own their issue — not pass the buck. Ownership builds trust.
Demonstrates Understanding
Recognizing patient concerns and responding with empathy
Does the agent demonstrate understanding of customer concerns or barriers?
Why it matters: This question surfaces one of the most important behaviors: meeting the patient where they are, emotionally and situationally.
Manages Expectations
Guiding the call to resolution
Does the agent proactively communicate next steps?
Does the agent follow transfer protocol?
Does the agent demonstrate preparedness for the call?
Does the agent show consideration for the customer’s time?
Why it matters: Setting expectations reduces callback volume, improves satisfaction, and ensures smoother handoffs — especially critical in multi-party healthcare journeys.
Fond Farewell
Ending on a positive and complete note
Does the agent ask if the customer has additional questions?
Does the agent thank the customer for their time?
Why it matters: The end of the call is what patients remember. Ending clearly and courteously reinforces care and professionalism.
Why This Rubric Works
Our rubric is:
✅ Objective – Each question is based on observable behavior, not opinion
✅ Scalable – Designed to be scored by human reviewers or our Standard Quality AI models with high agreement
✅ Customizable – Can be tailored to your specific programs or compliance needs
✅ Actionable – Scores roll up into clear themes for coaching and operational improvement
This isn’t just a checklist; it’s a framework for operationalizing quality at scale.