Turn every emergency call into a learning opportunity
Automated QA delivers 100% call evaluation to drive continuous agency improvement and build a culture of operational excellence.
The Problem
Judging performance on only 2% of calls
Traditionally, Quality Assurance (QA) in public safety has felt like a high-stakes, punitive audit. Because manual teams can only review 1% to 2% of calls, telecommunicators are often evaluated on isolated mistakes rather than their overall performance.
THE SOLUTION
100% automated call evaluation with actionable insights
RapidSOS elevates QA into an everyday tool for coaching and skill development—empowering Emergency Communications Centers (ECCs) to celebrate strong calls, catch training gaps early, and drive long-term team retention.
How it works
Capture and process
Every call transcript and audio log is processed seamlessly through the native RapidSOS platform.
Automate scoring
Custom scoring rules automatically evaluate protocol adherence across 100% of calls in ~90 seconds.
Review & coach
Supervisors receive immediate line-item evaluations, enabling positive reinforcement and constructive feedback loops.
Track & evaluate
Monitor long-term trends across individuals, shifts, and the entire agency to build a resilient, continuous-improvement culture.
Core capabilities built for public safety
Native to the call path
Built Inside Unite: Runs natively within your existing platform without third-party logger dependencies.
Zero Friction: Eliminate complex integration work, IT strain, and data reconciliation.
Positive reinforcement
100% Evaluation: Automatically score every call against custom scorecards in ~90 seconds.
Celebrate Success: Harmony AI cites exact transcript moments showing what dispatchers did well to build trust and morale.
Human expertise, always
Supervisor Control: AI accelerates review speed, while supervisors retain full override control.
Targeted Coaching: Turn scoring data into personalized 1-on-1 coaching for steady, long-term improvement.
Benefits for your ECC
Exceed compliance requirements
Move beyond state-mandated 1-3% call review to 100% coverage with objective audit trails.
Data-driven coaching
Identify performance trends and coaching opportunities that random sampling misses.
Operational efficiency
Eliminate hours of manual call selection and free supervisors for high-impact training.
Comprehensive reporting
Generate PDF and CSV reports for compliance, union reviews, or court records.
Workforce development
Provide objective performance metrics and digital workflows that support professional growth.
Frequently asked questions
Do we need RapidSOS for call transcription to use QA?
We recommend RapidSOS’ transcription for seamless integration. However, QA with Harmony AI can work with other transcription sources. Our implementation team will determine the best approach for your technology stack.
Can RapidSOS’ QA functionality work with our agency-specific protocols?
Yes. You can upload your protocols and grading criteria to configure QA for your standards. The controls are in your hands.
How is QA priced?
QA is priced based on your agency’s total emergency call volume, helping ensure you only pay for the oversight you actually use while providing 100% coverage.
What about data security for sensitive call recordings?
This functionality operates on enterprise-grade security infrastructure with comprehensive data protection. All data handling complies with emergency services requirements, with customizable retention policies.
How does QA help with professional development?
QA generates individual scorecards showing performance trends and improvement areas. This creates clear development pathways and helps ensure targeted training for each telecommunicator.