# my.SQM Auto QA Reviews **Vendor:** SQM Group **Category:** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) **Average Rating:** 4.5/5.0 **Total Reviews:** 329 ## About my.SQM Auto QA SQM is Disrupting Contact Center QA. Traditional QA tells you whether agents followed the script. SQM tells you whether the customer is satisfied, at risk, or needs recovery. SQM is a QA-CSAT automation software leader that helps contact centers improve CX with accurate predictive CSAT insights, benchmarkable CX metrics, GenAI-powered agent CX self-coaching, and CSAT excellence awards & badges that motivate agents to perform at their best. SQM's QA Automation Software predicts CSAT for 100% of customer contacts, achieving up to 95% accuracy, mirroring actual post-contact surveys — a game changer for QA. The CSAT scores are benchmarked against 500+ leading contact centers and SQM awards, and provide CX badges for organizations that achieve outstanding CSAT results. my.SQM™ QA-CSAT automation tool is an AI-powered call center quality assurance and customer experience analytics and reporting solution for monitoring, managing, and motivating agents to deliver great customer satisfaction on every call. According to G2 reviews, mySQM™ Auto QA Ranks #1 in North America for User CSAT. In enterprise environments, SQM often starts by augmenting the existing QA ecosystem with a predictive CSAT and benchmarking layer that works alongside the client’s existing CCaaS, QA, or WEM platform. This allows contact centers to add SQM’s predictive CSAT, benchmarking, and CX-focused Auto QA capabilities without disrupting their current technology stack. As adoption expands, SQM can replace the contact center’s primary QA platform for measuring, managing, and improving both CX and compliance performance. Auto QA/CX Scoring delivers quality assurance benchmarkable KPIs, including agent behavior metrics such as 25 CX and 20 call compliance metrics, and predictive customer satisfaction scores. All CX, CSAT, and compliance metrics are benchmarkable. We offer standardized QA metrics and KPIs so you can benchmark your performance against your industry, leading organization call centers, or within your company. In addition, to enhance your QA insights, you can customize your QA metrics and KPIs to meet your business needs. ## my.SQM Auto QA Pros & Cons **What users like:** - Users appreciate the **ease of use** of my.SQM Auto QA, enjoying quick access and understanding of survey data. (27 reviews) - Users find the **helpful feedback and scoring system** essential for improving their performance as customer service representatives. (15 reviews) - Users value the **navigation ease** of my.SQM Auto QA, finding it straightforward and user-friendly. (10 reviews) - Users appreciate the **easy access** to surveys and stats, finding the system user-friendly and efficient. (7 reviews) - Users value the **self-coaching features** of my.SQM Auto QA, enabling accountability and performance improvement through insightful feedback. (6 reviews) - Experience Improvement (5 reviews) - Users value the **intuitive scoring system** , which motivates progress tracking and enhances navigation experience. (5 reviews) - Efficiency (4 reviews) - Users value the **friendly and effective customer support** of my.SQM Auto QA, enhancing their experience and service quality. (3 reviews) - Call Quality (2 reviews) **What users dislike:** - Users face **call issues** that affect service perception and complicate feedback accuracy during evaluations. (17 reviews) - Users find the **complexity** of the my.SQM Auto QA interface challenging, struggling to navigate and filter necessary information. (6 reviews) - Users find the **inaccurate data analysis** challenging, leading to confusion and difficulty in understanding metrics and scores. (6 reviews) - Users face **scoring issues** due to subjective surveys and metrics beyond their control, complicating their evaluation process. (5 reviews) - Users find the app **difficult to navigate** , often overwhelmed by excessive information and multiple tabs needed for reports. (3 reviews) - Users often face **layout issues** that hinder navigation and make it difficult to access essential survey information. (3 reviews) - Poor Reporting (3 reviews) - Users are frustrated by **poor response mechanisms** for disputing calls and reviews, adding unnecessary stress to their experience. (3 reviews) - Users find the **dashboard confusing** and wish for better navigation and detailed scoring breakdowns. (2 reviews) - Missing Features (2 reviews) ## my.SQM Auto QA Reviews ### 1. Exceptional Real-Time Guidance with an Easy, Customizable Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Marcel M. | Sales Group Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2026 **What do you like best about my.SQM Auto QA?** This software aims to deliver a high-quality experience, and I really appreciate the real-time feedback. It provides useful, meaningful input during calls, and the screen is customizable to fit my preferences. The performance has been exceptional, especially when it comes to offering real-time guidance. Overall, I love how easy it is to use and the range of options it includes. **What do you dislike about my.SQM Auto QA?** The platform strives to provide a high-quality experience, I can't think of anything I don't about this tool. I haven't experienced anything I haven't liked, it's a great device that helps with your calls. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It has been very useful and accurate, and it has helped us automate our process end to end. The tool serves as a reliable guide and makes it easy for me to track the key points. It also helps the company quickly find the calls we need to review, so we can stay focused on each call. **Official Response from SQM Group:** > Dear Marcel, Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. Thanks again for your kind words and for being a fantastic customer. Sincerely, SQM’s Team ### 2. Intuitive, Seamless Integration, and Feature-Rich Quality Control **Rating:** 5.0/5.0 stars **Reviewed by:** Mayhew T. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2026 **What do you like best about my.SQM Auto QA?** The platform is very intuitive, so it’s easy to navigate for both analysts and quality assurance agents without needing extensive training. It emphasizes accuracy and clarity in customer service quality control, which I really value. I also appreciate how seamlessly it integrates with existing tools, making onboarding and setup much simpler. **What do you dislike about my.SQM Auto QA?** I honestly have nothing bad to say. Their customer service makes it incredibly easy to clear up any doubts or questions. On top of that, I really appreciate the wide range of features—everything from customizable dashboards and detailed reports to compliance tracking and performance analysis. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It has become one of the most valuable tools in my workflow. We use it frequently as part of our daily quality control process, and it always helps us with our monitoring and tracking tasks. It allows me to focus on training, process improvement, and enhancing the customer experience across the entire team. **Official Response from SQM Group:** > Dear Mayhew, Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. We’re grateful that we had the opportunity to serve you. Sincerely, SQM’s Team ### 3. Well-Organized, Easy-to-Navigate Platform That Boosts Team Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Govind A. | Senior Quality Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2026 **What do you like best about my.SQM Auto QA?** I like that it's very well organized and easy to log in and access. I find it very easy to navigate, locate calls, and ensure my agents are aware of any achievements, opportunities, and coaching sessions. Its efficiency has allowed us to optimize our work, and I also appreciate the fact that we can directly download any data we need at any time. **What do you dislike about my.SQM Auto QA?** The truth is that I have not had any kind of inconvenience or problem, it adapts to the specific needs of all team members, helping supervisors and agents to identify specific areas for improvement. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It provided the quote management functionality our company needed to facilitate efficient and meaningful quality assurance training for our contact center colleagues. Furthermore, the visibility it provides for reports makes it easy to create and design different types of summary reports for performance management. **Official Response from SQM Group:** > Dear Govind, Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. We’re grateful that we had the opportunity to serve you. Sincerely, SQM’s Team ### 4. Easy to Use, Feature-Rich Platform with Great Reporting and Real-Time Notifications **Rating:** 5.0/5.0 stars **Reviewed by:** Juhani K. | Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2026 **What do you like best about my.SQM Auto QA?** I like how easy the system is to use, it offers a wide range of features that make work easier. We can track performance, and it has a wealth of data that helps identify trends. I love that performance reports can be generated, and the platform allows you to receive immediate notifications. **What do you dislike about my.SQM Auto QA?** It would be more convenient to have a wider range of predefined reports. The user interface could also be better optimized to provide a smoother, more consistent overall experience. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It has helped us optimize our work by allowing me to accurately assess and correct any issues. It also makes it easy to track individual monthly metrics, and the visual aids are very useful when I need to explain something clearly. It supports quality audits as well, and I can quickly access the information I need when reviewing results. **Official Response from SQM Group:** > Dear Juhani K, Thank you so much for your feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thank you for letting us know about the aspects you dislike. We will bring your feedback to our team’s attention and work on it promptly and accurately. Sincerely, SQM’s Team ### 5. Great system to improve FCR and CX **Rating:** 4.5/5.0 stars **Reviewed by:** Maria S. | Director, Customer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about my.SQM Auto QA?** Configurable CQA form and scoring, easy to use (great online help function) , dashboards, reporting, pivots, recognition tools and best of all voice of customer business intelligence . **What do you dislike about my.SQM Auto QA?** The fact that admin cannot create avatars or add profile pictures. It would be nice to use profile pictures to help build a community. **What problems is my.SQM Auto QA solving and how is that benefiting you?** To improve FCR and customer experience. The data is priceless! **Official Response from SQM Group:** > Dear Maria, Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. Thank you for bringing this matter to our attention. That's a great point, and we will definitely take it into consideration. Sincerely, SQM’s Team ### 6. its a nice system for giving agents their props **Rating:** 5.0/5.0 stars **Reviewed by:** bianca r. | Customer Service Advocate III, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2024 **What do you like best about my.SQM Auto QA?** I like that there's an account where the agent is able to see the customers comments /responses that's very nice. it gives you insight on what they are truly appreciative of and if there's anything they felt was missing you can take that info and tweak your approach in the future. i don't get too many bad replies so personally what I'm grateful for is by reading the positivity it gives me fuel to keep giving my all and loving on the people i serve, because in this line of work the customers with bad dispositions can throw your day off if you don't remember or have reminder constantly that you're still appreciated by others so it helps to know you made a lasting impression on the happy callers **What do you dislike about my.SQM Auto QA?** I do not like the question of "did we solve your issue" we are an insurance company claims need adjustments or calls need to be made elsewhere to work to solve things that will for certain be fixed but do to procedure it causes customers to have to technically say no so i think there should a piggyback question "did agent give course of action on how it will be solved then?" so they have the opportunity to expand and say yes he/she fixed/is fixing issues but she needs to call my dr office in the am since when i called bcbs my drs office was closed and he/she will have to call them and get back to me but i have confidence it will be solved. that's my only complaint there needs to be a piggyback question there because, everything isn't black and white, there's gray area. **What problems is my.SQM Auto QA solving and how is that benefiting you?** its helping to pinpoint what customers deem as good customer services, i've found the general consensus is "efficiency, pleasant demeanor and ****knowledge of the solution to their issue***. **Official Response from SQM Group:** > Dear Bianca, Thank you for your positive feedback and your resolve suggestions. We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Sincerely, SQM’s Team ### 7. SQM review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2026 **What do you like best about my.SQM Auto QA?** I love that our callers can give feedback on how we did to help us improve each call. Whether it is good or bad feedback it helps me to be diligent on being the best I can be and working on always learning new things to do so. I also love that my coach/team lead can offer advice or feedback on each survey as well. What a fantastic tool! **What do you dislike about my.SQM Auto QA?** I have nothing bad to say at all about this program, I absolutely love it! **What problems is my.SQM Auto QA solving and how is that benefiting you?** I have nothing bad to say about this program, it is easy to use and navigate and I get to see what our callers got from the call as well as my coach/team lead feedback on the calls as well. I love this program! **Official Response from SQM Group:** > Thank you for your detailed review of our mySQM™ - Customer Service QA Software. It means a lot to us that you took the time to share your thoughts with the rest of our community and us. We’re grateful that we had the opportunity to serve you. Sincerely, SQM’s Team ### 8. Gives a great insight to VoC and helps to see things we may not notice from our perspective. **Rating:** 4.5/5.0 stars **Reviewed by:** Ashley D. **Reviewed Date:** February 18, 2026 **What do you like best about my.SQM Auto QA?** It is beneficial to hear our customers' feedback, and see which areas they are scoring us high/low on. I also love that it has all the information to quickly determine which call it was in reference to. **What do you dislike about my.SQM Auto QA?** I've gotten some feedback (not a lot, but from a couple of people) that the caller was not very friendly sounding? I'm not sure if it is automated or a person calling, but that was the feedback they gave when calling back in the next time. **What problems is my.SQM Auto QA solving and how is that benefiting you?** It allows us to really hear/understand better the VoC and allows us to critique our calls/interactions to what is best serving our customers. **Official Response from SQM Group:** > We sincerely appreciate you taking the time to share your experience with us! Thank you for letting us know about the aspects you dislike. Your feedback helps us do better. We will share your opinion with our team and work on it promptly and accurately. Sincerely, SQM’s Team ### 9. Had an amazing experience with the demo of the new mySQM QA Sofware. **Rating:** 5.0/5.0 stars **Reviewed by:** Szabolcs T. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2023 **What do you like best about my.SQM Auto QA?** I really like that we receive real life data from members surveys. It is also great that employees will be able to see where they rank and AI is also a great add on to the software. **What do you dislike about my.SQM Auto QA?** I really liked everything that was presented to us. **What problems is my.SQM Auto QA solving and how is that benefiting you?** The new Software will definitly help our organization improve in FCR , CSAT and Quality of the service we provide to our customers. **Official Response from SQM Group:** > Dear Szabolcs, Thank you so much for your positive feedback! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. Thanks again for your kind words and for being a fantastic customer. Sincerely, SQM’s Team ### 10. The site is easy to use and give pertinent informstion **Rating:** 5.0/5.0 stars **Reviewed by:** Erin J. | Account Advocate, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** April 14, 2026 **What do you like best about my.SQM Auto QA?** It is easy to use and the information is easy to obtain. **What do you dislike about my.SQM Auto QA?** There are no downsides. The site is user friendly. **What problems is my.SQM Auto QA solving and how is that benefiting you?** Assists in reaching my goals as a customer service agent. **Official Response from SQM Group:** > Dear Erin, We sincerely appreciate you taking the time to share your experience with us! We’re thrilled to hear you enjoy our mySQM™ - Customer Service QA Software. We’re grateful that we had the opportunity to serve you. Sincerely, SQM’s Team ## my.SQM Auto QA Discussions - [What needs improvement with mySQM QA Software to better support your quality assurance processes?](https://www.g2.com/discussions/what-needs-improvement-with-mysqm-qa-software-to-better-support-your-quality-assurance-processes) - [View my.SQM Auto QA pricing details and edition comparison](https://www.g2.com/products/mysqm-auto-qa/reviews/mysqm-auto-qa-review-8245178?section=pricing&secure%5Bexpires_at%5D=2026-05-27+10%3A30%3A43+-0500&secure%5Bsession_id%5D=a93b9664-aac3-4114-804e-0c1605cf05d5&secure%5Btoken%5D=c0d0547313e3a85364ca200c13566cbd57e0a140f6a79040c158a8836f117d1d&format=llm_user) ## my.SQM Auto QA Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) ## my.SQM Auto QA Features **Quality Assurance** - Evaluation - Calibration - Reports **Engagement** - Feedback - Dashboards - Training **Performance** - Integrations - Compliance ## Top my.SQM Auto QA Alternatives - [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (576 reviews) - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) - 4.8/5.0 (1,053 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews)