Why non-English support needs just as much — if not more — QA oversight.

🗣️ QA: Not Just for English Anymore

Most companies prioritize QA — but often only in English. That’s a critical flaw.

In today’s global market, brands increasingly serve customers in Spanish, French, Arabic, Mandarin, and dozens of other languages. And yet, these interactions are often left unmonitored, uncoached, and underevaluated.

At OmniComm, we know that quality must be multilingual — because your brand voice should be consistent in every language.

🌍 Why Multilingual QA Matters

Here’s what’s at stake when multilingual quality is neglected:

• Inconsistent tone and empathy

• Cultural misunderstandings

• Policy miscommunication

• Brand misrepresentation

• Compliance risks in regulated markets

Even the best agent can make critical errors when QA doesn’t exist in their working language.

🧠 OmniComm’s Dual-Layer QA Model

We’ve designed a smarter QA system to meet the realities of multilingual support:

✅ 1. Native-Language Quality Review

Our QA reviewers are fluent in the same language as the agent and customer — no guesswork, no mistranslation. This ensures:

• Accurate tone interpretation

• Proper grammar and idiomatic usage

• Contextual understanding of cultural references

✅ 2. Universal Standards Evaluation

Alongside native-language review, we apply a universal scoring rubric that covers:

• Brand tone & professionalism

• Policy accuracy

• Compliance & data handling

• Empathy, problem-solving, and rapport

That way, performance across different languages remains measurable and comparable.

🤖 Human-Led, AI-Assisted

We use AI tools to surface patterns, flag risks, and speed up sampling — but final QA scores are always reviewed by trained human evaluators. Especially in non-English channels, context beats automation.

We also support QA calibration with clients so standards stay aligned with your expectations, no matter the language.

📈 QA That Fuels Growth, Not Fear

Our goal isn’t to “catch” agents — it’s to coach them into brand ambassadors. And that includes:

• Multilingual QA scorecards

• Coaching sessions in the agent’s native tongue

• Continuous learning feedback loops

💬 Want quality that speaks all your customers’ languages?

Let’s build a QA system that doesn’t stop at English.
Talk to us today.