Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting

Support leaders are under pressure to improve customer experience, coach agents, manage technology, and keep operations moving. Yet quality assurance often becomes another task on an already overloaded list. In this CX Today interview, Rhys Fisher speaks with Ty Given, Founder and CEO at CX Collective, about why Quality as a Service could offer a more practical route for teams that need better QA insight without more admin.Given explains that running a support team can feel like running a small business. Leaders must move between people, process, and technology, often while trying to evaluate only a small sample of customer interactions. AI tools can help analyze conversations, but she argues they still struggle with nuance. That means a human must review context, identify coaching opportunities, and decide what really matters.That is where CX Collective’s Quality as a Service model comes in. Rather than asking teams to buy, learn, implement, and manage another QA platform, the company builds the quality program around the customer’s needs and delivers curated results. The goal is to give support leaders useful insight faster, while reducing the burden of administration.Given says the model is especially valuable for teams with five to 20 agents. These teams are often growing quickly, but they may lack the time, budget, or internal QA expertise to run a full quality program. CX Collective supports them with monthly calibration sessions, human-led review, agent dispute workflows, and coaching notes that help both leaders and agents take action.The interview also explores the relationship between QA and customer satisfaction scores. Given notes that agents can follow the right process and still receive poor CSAT when a customer dislikes a company policy. By adding quality scores into tickets, CX Collective aims to give leaders a more balanced view of performance.While many vendors are focused on AI reviewing 100 percent of interactions, Given believes human judgment remains essential. For her, Quality as a Service is about giving support leaders the equivalent of a QA team that does the heavy lifting, so they can focus on decisions, coaching, and improvement.