- Uncover business-critical issues hidden in support conversations
- Replace disconnected metrics with insights that drive action
- Equip teams across product, ops, and support with data that matters
- Connect the dots between customer experience and company outcomes
Industry
FinTech
Use Case
Company Size
~5000 Employees
Increase in CSAT
30%
Decrease in agent ramp time
120%
Increase in monthly coaching sessions
300%
CHALLENGE
QA was a Distraction to the Business
As Brex scaled rapidly, its quality assurance program couldn’t keep pace. QA had become a manual, score-based exercise — focused on compliance rather than insight. Managers spent hours grading a handful of tickets each week, generating repetitive reports that measured accuracy but missed what truly mattered: the customer experience.
“We were spending hours on QA every week, but it wasn’t driving customer outcomes—it was just generating scores.”
Because only a fraction of conversations were reviewed, Brex’s leadership lacked a clear view into the themes, risks, and behaviors driving satisfaction or churn. QA insights stayed siloed, disconnected from coaching, retention, and product decisions — creating friction between data, performance, and growth.
SOLUTION
From QA to Strategic Intelligence
After Brex’s COO saw MaestroQA’s AI in action, she made a decisive call: “Stop doing manual QA and rebuild it around insights.”
That moment sparked a company-wide transformation—redefining QA as a predictive system that connects coaching, retention, and executive decision-making. The new model replaced time-intensive scoring rubrics with AI-driven insight, turning QA from an operational task into a real-time business signal that informs performance, customer health, and growth strategy.
“In years of doing QA, nothing like this came out of the process. Now, we’re actually protecting customers and revenue.”
