The gap between QA and improvement is coaching, and it is where most QA programmes quietly fail. Scores get produced, reports get circulated, and nothing reaches the agent in a form they can act on before the next shift.
Useful coaching is specific ("on this call you moved to the solution before acknowledging the problem, here is the line") rather than categorical ("work on empathy").
In QXAI
Every audit returns strengths, areas to improve and suggested actions, tied to the call they came from. Turning that into a coaching conversation is still a human job.
Coaching & root cause