G2

Marianne C.

Sr. Operations Manager

Small-Business (50 or fewer emp.)

10/30/2026

"More Than Quality Assurance: Turning Customer Insights into Action"

5/5

What do you like best about QEval?

QEval goes well beyond traditional quality monitoring. It helps us turn insights into actionable improvements. We support multiple programs across voice and digital channels, and QEval allows us to analyze all in-scope interactions rather than relying on a small sample. We use QEval to understand why customers contact us, what drives repeat contacts and negative sentiment, and where opportunities exist to reduce handle time and customer effort. For example, it has helped us identify patterns around card delivery, replacement, and activation, highlighting where automation and self-service could make the biggest difference. The Etech team has also been a standout partner: responsive, open to feedback, and genuinely invested in our success. Review collected by and hosted on G2.com.

What do you dislike about QEval?

Nothing major. Like any evolving platform, there's always room for additional enhancements, and we've found the Etech team receptive when we've shared ideas. Review collected by and hosted on G2.com.

What problems is QEval solving and how is that benefiting you?

One of our biggest challenges was understanding what's truly driving customer contacts without relying on limited call sampling, time-consuming manual analysis, or waiting for monthly reports. QEval gives us a comprehensive view of customer interactions, with the flexibility to explore the data whenever we need it. We can identify contact drivers, sentiment trends, and service gaps as they emerge, allowing us to prioritize improvements based on real data rather than assumptions. The biggest benefit is the value we can bring to our clients. Rather than simply reporting on performance, we can show what's happening, why it's happening, and where opportunities exist to improve. For example, we've identified address-related card replacement requests as a significant contact driver, allowing us to recommend solutions such as address validation, proactive delivery notifications, and enhanced self-service options. Review collected by and hosted on G2.com.