Platforms that operationalize quality assurance programs for support teams — structured scorecard-based evaluation of agent interactions, calibration sessions, targeted coaching workflows, performance dashboards, and trend analysis that connects QA outcomes to business metrics. Core capabilities include customizable evaluation rubrics, manual and AI-assisted scoring, calibration tools for scorer consistency, coaching assignment and tracking, agent performance dashboards, root-cause analysis for quality failures, and integration with ticketing and conversation intelligence platforms.