Optimizing agent performance and progression is critical for call centers as phone agents are faced with increasingly evolving and difficult scenarios. Traditionally, this process has been achieved by employing a Quality Assurance team where QA representatives review a sample of randomly selected phone calls across call agents and score them on knowledge and "soft skills"--for example, employee enthusiasm, helpfulness, empathy, etc. This method becomes very costly and limits the integrity of analysis. But what if there was a new, more efficient way of analysis? Using advanced artificial intelligence technology call centers are improving the QA process through automation.