What is Quality Analyst Role?

The Quality Analyst (QA) is a specialized user role in CallHippo designed to help businesses monitor and assess the quality of calls made by their teams.

The QA user is provided free of charge and does not count toward your user seat. However, it does not come with any of the user plan benefits included in paid user roles.

The QA role is only available in select CallHippo plans. To see if your plan includes this feature, please refer to our pricing page.



QA users can access call logs and recordings through the CallHippo web app to review and ensure service quality, but they cannot use the dialer or mobile/desktop applications.



QA user screen will look like this.



Use Case:
The QA role is ideal for supervisors or quality assurance specialists who are responsible for evaluating call performance across the team. A QA user can:

  • Access call logs and recordings to review how agents handle customer interactions.

  • Monitor call quality for training and compliance purposes.

  • Tag and share specific calls with team leads or managers for feedback and coaching.

  • Identify trends or recurring issues to help improve overall service quality.

This role helps businesses maintain high support standards without allocating a full user seat, making it a cost-effective solution for call auditing and performance reviews.


Frequently Asked Questions:

Q: How do I add a Quality Analyst to my account?
A: You can invite a QA user from the users module of the CallHippo dashboard.

Q. What access does a Quality Analyst have?
A: QA users can only access the call logs and recordings module in the web app. They do not have access to the dialer, desktop app, or mobile app.

Q. Can I change a QA user to another role or vice versa?
A: No, the Owner/Admin cannot move a QA user to another role, and other roles cannot be changed to QA.

Q. In which plans can users invite Unlimited QA users? 
A: The ability to invite unlimited Quality Analyst (QA) users is available only in select CallHippo plans. To check whether your current plan supports this feature, please visit our pricing page.

Q. Can a QA user barge into a live call?

A: No, QA users cannot barge into live calls. Call barging requires dialer access, which is not available to QA users. Any dialer-related functionality is not supported by the QA role.




I hope this helps. If you still face any queries, please feel free to reach out at [email protected]