The new QA mandate: Why remediation - not detection - defines compliance success

Contact centres are entering a new QA era.

With AI, CCaaS integrations, and growing regulatory expectations, quality assurance is no longer just about sample checks and compliance scores. 100% QA is on the horizon - and with it, an entirely different kind of pressure:

It’s no longer enough to find the problem. You need to prove you’ve addressed it.

And yet, many contact centres are still running QA systems built around detection, not remediation. Calls are scored. Issues are flagged. But the follow-up is often manual, inconsistent, or difficult to track.

This blog explores why the future of QA in contact centres depends on structured remediation, and how YakTrak + GRIST help leaders close the loop between insight and action - before the volume hits.

The old model: QA in a closed loop

In most centres, there is a process in place: QA flags the issue, often emails the team leader, and coaching usually follows - especially if it’s a serious compliance breach.

But what’s rarely clear is whether the coaching worked. There’s often no structured reassessment or sign-off. Since the agent’s next calls might not be reviewed for weeks - or at all - it’s hard to know if the behaviour actually changed.

The loop remains open, and risk quietly lingers.

The new QA mandate: remediate, don’t just detect

Modern contact centres need more than visibility. They need systems that respond.

Regulators aren’t just asking if you’ve spotted the risk - they’re asking what you’ve done about it. That means:

• Linking QA scores to development actions

• Showing a clear audit trail from detection to remediation

• Proving that coaching actually happened - and behaviour improved

As Peter Grist puts it:

“100% QA is coming. But unless you can turn those insights into action, you’ll be buried in data and exposed on risk.”

YakTrak helps solve this by making remediation part of the QA workflow - not a separate or manual step.

How YakTrak and GRIST enable smarter, scalable remediation

Today, YakTrak clients can already:

• Link QA issues to structured coaching actions - right from the platform

• Set specific, observable behaviour goals aligned with GRIST’s coaching frameworks

• Assign coaching to team leaders, coaches, or peers

• Track goal quality, goal completion, and coaching follow-ups

• Create an audit-ready record of how issues were addressed

Whether it’s a missed disclaimer or a rushed explanation, the response is no longer left to chance.

And because GRIST defines what great CX and compliance behaviours actually look and sound like, goals aren’t vague (“be more compliant”) - they’re targeted and coachable.

This is how YakTrak helps organisations move from compliance monitoring to capability building.

What’s next: 100% QA and the future of remediation

As platforms begin to support AI-generated QA on every call, the volume of data will increase dramatically. That’s both an opportunity - and a risk.

The opportunity: visibility across your entire contact centre, not just a sample.

The risk: without a system to prioritise and act on that insight, it becomes noise.

YakTrak is already preparing for this shift. Our roadmap includes:

• Integration with CCaaS platforms to centralise QA, coaching, and agent performance data

• Summarisation bots to surface themes, patterns, and risk hotspots faster

• Prioritised remediation workflows to help leaders coach the right issue at the right time

We’re not just preparing to assess more - we’re preparing to act faster and smarter once the assessments are in.

QA can be a driver of performance - not just a compliance check

QA has long been treated as a control function. But the most progressive contact centres are now treating it as a performance lever.

When quality insights are:

• Behaviour-specific

• Built into structured development pathways

• Linked to clear follow-up and visible improvement

…QA becomes a source of competitive advantage.

It drives better compliance, stronger CX, and more confident team leaders. It shows auditors that you don’t just watch performance - you shape it.

Conclusion: The loop must close

If you’re preparing for AI-powered QA, real-time insight, or expanded compliance obligations, the time to evolve is now.

YakTrak + GRIST help organisations move beyond scorecards and into actionable, auditable development. From behaviour frameworks to coaching tools, we help contact centres build a smarter QA system that drives improvement - not just oversight.

Want to evolve your QA strategy before the volume hits? Let us show you how smarter remediation drives better outcomes.