A customer calls in, frustrated about a billing issue. The agent responds politely, checks all the boxes—follows the script, verifies the account, offers a resolution. Technically, everything’s perfect.

But the customer still leaves the call feeling unheard.

That’s the difference between compliance and connection.

In today’s experience-driven economy, being correct isn’t enough. You have to be empathetic, too. That’s where Omind’s Arya Quality Auditor steps in—bringing together the precision of compliance scoring with the nuance of soft skill evaluation.

Why Are We Talking About Compliance and Soft Skills—Together?

Let’s break it down:

• Compliance protects your brand.

• Soft skills protect your customer relationship.

Together, they shape the full experience. But while compliance can be measured with checklists, how do you assess things like empathy, tone, or patience—at scale?

That’s the challenge Arya solves.

Traditional QA Is Broken (and You Probably Know It)

Most businesses are still relying on manual QA sampling. And that means:

• Only a small percentage of interactions ever get reviewed

• Bias and inconsistency sneak into performance evaluations

• Feedback comes days (or weeks) too late to make an impact

Meanwhile, customer expectations keep rising. If your quality assurance strategy is still reactive, you’re already falling behind.

So, What Makes Arya Different?

Arya doesn’t just listen to calls. It understands them.

Backed by real-time AI, Arya audits 100% of interactions—calls, emails, chats—giving you deep, actionable insights across two critical dimensions:

1. Compliance Scoring: Getting the Essentials Right

Arya checks every box, every time. That includes:

• Script and policy adherence

• Mandatory disclosures and greetings

• Regulatory statements (like consent or data privacy)

• Escalation and closure protocols

No human error. No skipped reviews. Just consistent, audit-ready data.

2. Soft Skill Scoring: Measuring What Really Matters

Here’s where Arya gets really smart.

Using NLP, sentiment analysis, and voice modulation tracking, Arya evaluates:

• Tone and empathy

• Active listening cues

• Personalization in responses

• Speech clarity and confidence

It’s like having a quality coach on every call—who never sleeps, skips a beat, or shows bias.

Let’s Talk Real Benefits

Why do brands love Arya? Because it’s not just another QA tool. It’s a performance engine.

• Real-time coaching: Agents get immediate nudges to improve mid-call.

• Fair and objective scoring: AI eliminates guesswork and bias.

• Custom scorecards: Tailor evaluations based on region, product, or team.

• Actionable dashboards: Drill down into trends, patterns, and outliers.

And most importantly? You can finally coach with clarity, not just gut instinct.

What Does This Mean for Your Teams?

For QA Managers:

Say goodbye to spreadsheets and scattered samples. Say hello to instant insights.

For Team Leads:

Zero in on who needs help and where—without wasting hours reviewing random calls.

For Agents:

No more feeling blindsided by inconsistent feedback. Arya gives them the why behind every score.

Built to Flex: Industry-Friendly, Business-Ready

Whether you’re in banking, insurance, e-commerce, telecom, or healthcare, Arya adapts to your unique compliance mandates and customer expectations.

Want to prioritize soft skills for your support team but go heavy on compliance in sales? Arya lets you tweak weightages and metrics based on what success looks like for you.

Meet Arya: Not Just a Quality Auditor, But a CX Ally

Arya is more than just a quality auditor. It’s a full-stack AI engine designed to elevate customer experiences across the board.

Along with its scoring capabilities, Arya can:

• Act as a real-time Co-Pilot guiding agents during live conversations

• Function as a Coach, offering personalized upskilling

• Serve as a Product Feedback Hub, channeling customer voice to product teams

• Power a Digital Cockpit, giving leaders a complete view of CX health

All in one, easy-to-integrate platform.

Ready to Score Every Moment That Matters?

Customer experience isn’t just about avoiding mistakes—it’s about making people feel heard, respected, and valued. With Omind’s Arya, you can do both.

It’s time to move beyond random call reviews and guesswork. It’s time to embrace intelligent, real-time, human-first quality auditing.

Explore how Arya can redefine quality management for your team. Book a free demo now.