Conectys Expands AI-Powered Quality Guardian, Elevating Quality Across Live Customer Support

Quality Guardian evaluates eligible chats against quality and compliance criteria, giving CX leaders broader visibility and more targeted coaching.

BUCHAREST, ROMANIA, September 9, 2026 /EINPresswire.com/ -- Conectys, a global Business Transformation Outsourcing (BTO) partner, today has announced the live deployment of Quality Guardian, its AI-enabled quality assurance capability, within a global digital commerce customer support operation.

Quality Guardian evaluates up to 100% of customer chats against the same quality and compliance criteria used by Conectys’ quality teams. The deployment gives supervisors visibility beyond the limited sample that manual QA can reasonably review as chat volumes grow.

Traditional quality assurance teams face a practical constraint: there are only so many interactions a person can assess in a day. While sampling can identify broad trends, it may miss recurring issues, emerging patterns, or the conversations that require timely attention.

Quality Guardian helps address that limitation by analyzing eligible chats against the client program’s established quality framework. It gives supervisors a fuller evidence base for reviewing performance, identifying patterns, and directing quality activity where it is most needed.

“As customer support operations grow, quality management has to keep pace,” said Anca Bancu, Chief Operating Officer at Conectys. “Quality Guardian equips our teams with near-real-time intelligence across customer interactions, so they can direct attention and improvement effort where it will have the greatest impact. That helps us build a quality model that scales with the operation while keeping customer experience consistent.”

The deployment extends the program’s QA model from selected manual samples to the eligible interactions available and approved for analysis. Quality Guardian applies defined quality and compliance criteria consistently across those chats, supporting a more complete view of the customer experience without requiring QA teams to expand manual review at the same rate.

“Quality Guardian gives supervisors a fuller picture of what is happening across eligible customer chats,” said Alex Amaya, Global Operations Quality Manager at Conectys. “With broader, near-real-time quality insight, teams can identify patterns faster, prioritize the right reviews, and make coaching more precise.”

Early operational feedback indicates that the wider QA coverage is helping supervisors focus coaching and improvement actions more precisely. Conectys is continuing to assess the impact on quality of service as the deployment matures.

Coverage applies to customer chats that are available and approved for evaluation within the scoped program. Some interactions may be excluded where consent, data availability, or program requirements do not permit analysis.

The deployment reflects Conectys’ approach to Business Transformation Outsourcing. The focus is not simply on operating customer support processes at scale. It is on improving how those processes run, using AI where it increases coverage and consistency while keeping operational judgment and accountability with experienced people.

Quality Guardian is one example of how Conectys combines AI with human operational expertise in live client programs. AI can analyze a far larger share of customer interactions than a manual QA process. Supervisors still interpret the findings, review the context, and decide what action will improve the operation.

About Conectys

Conectys is a global Business Transformation Outsourcing (BTO) company specializing in multilingual customer experience, content moderation, data annotation, and digital operations. With more than 20 years of experience, Conectys combines skilled people, AI expertise, analytics, and flexible global delivery to help organizations design, operate, and improve complex customer and digital operations. Conectys delivers services in more than 60 languages through a global network of delivery hubs and a gig workforce spanning more than 180 countries.

For more information, visit www.conectys.com.

Fawzia Safdari
Conectys
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