AI Call Audits: Redefining Quality Assurance
As the UX Manager for the AI Call Audit project, my mission was to tackle the challenges Quality Analysts face in BPO call auditing by putting their needs at the forefront of the design process. Beyond crafting an intuitive interface, I focused on deeply understanding the audit process, empathizing with users, and advocating for their interests at every stage. My responsibilities included conducting user research, collaborating with cross-functional teams, and refining AI integration to ensure that the final solution was both efficient and user-centric. Throughout the project, I remained committed to delivering a tool that truly empowered Quality Analysts, streamlining their workflow and enhancing their ability to deliver high-quality audits.
The size of the team include 4 People. - Satyajit Roy (UX Manager), Bikru (Sr. Designer) Chandana Researcher and Lokesh (UI and Intreaction Designer
Fusion BPO Service
Over three months, the AI Call Audit project moved from research to launch. We aligned with stakeholders, conducted user interviews, and developed prototypes. After iterative design and usability testing, we integrated AI features and rolled out a beta version. The final launch included user training and post-launch support to ensure smooth adoption and continuous improvement.
Our process based on the Double Diamond Theory and Lean UX process. We aim to incorporate the key phases of Discovery, Definition, Ideation and Implementation in all of our projects.
DASHBOARD | OBS | ROLES | USERS | AUDIT SHEET | FILTERS | AUDIT TRAILS | SETTING | QUICKLINKS |
---|---|---|---|---|---|---|---|---|
create | Create | Create | Create | Create | View | Manual | ||
view | View | View | View | View | AI |
Design System
What Did We Achieve from This Project?
What Did We Learn from This Project?
UX Success KPI