QA Workflow Optimization and Efficiency Enhancement

This project addressed the need to streamline and improve the quality assurance process for various call types, including technical interviews and matching calls. The resulting web application provides QA teams with automated, dynamic call assignments based on their availability, business vertical weightage, and monthly targets.

A key feature of the application is the integrated display of call recordings from platforms like BlueJeans and Zoom within a single screen. Additionally, the application provides detailed, call-specific scoring mechanisms, enabling comprehensive and standardized quality evaluations.

Developed with an ETL pipeline from BigQuery to PostgreSQL, the application interacts with the database to manage assignments and scoring data. Built using React, TypeScript, and Express, it's deployed on GCP using serverless technologies like Cloud Run and Cloud Build.

Impact: • Automated call assignments for balanced workload distribution. • Centralized call recordings for increased efficiency. • Standardized scoring for objective quality evaluations. • Improved QA process, leading to increased productivity.