Roles and permissions
Three roles. What each one can do matters, and what each one is deliberately not shown matters just as much — it is the answer when somebody on your team asks whether a colleague can listen to their calls.
At a glance
| Sales agent | QA reviewer | Company owner | |
|---|---|---|---|
| Installs a recorder | Yes | No | No |
| Sees their own calls and scores | Yes | Yes | Yes |
| Sees everybody’s calls | No | Queue, or all if allowed | Yes |
| Scores a call | No | Yes | Yes |
| Writes the scorecard | No | No | Yes |
| Sets how much gets reviewed | No | No | Yes |
| Invites and removes people | No | No | Yes |
| Sees private supervisor notes | No | Yes | Yes |
| Manages the subscription | No | No | Yes |
Sales agent
My work
The person making calls. Their dashboard is one page: their recent calls, the reviews written about them, and the scores. Nothing else in the product is visible to them.
Can
- See their own calls, with the direction, the platform, the duration and the score.
- Read every review written about them: the score per criterion, general feedback, strengths and areas for improvement.
- See the coaching follow-ups set for them, and when they are due.
- Replay their own recordings, if the owner has switched on Let employees replay their own call recordings.
- End a session on one of their own devices — the remedy for a lost phone.
Cannot
- See anybody else’s calls, scores, feedback or averages.
- See the private notes a reviewer wrote for supervisors.
- Change a score, contest it in the product, or delete one of their own calls.
- See the scorecard’s weights, or the sampling rule.
Note
An agent cannot delete a recording of their own call. That is deliberate: a quality record somebody can edit is not a record. If a call was recorded that should not have been — a personal call on a work handset, say — an owner can remove it.
Quality assurance reviewer
Review queue
The person who listens. They install nothing — the queue, the scorecards and the feedback forms are all a browser page.
Can
- Take a call from the queue and score it against the criteria the owner wrote.
- Play any recording assigned to them, and skip one with a reason.
- Write feedback the agent reads, and separately write private notes only supervisors see.
- Set a coaching follow-up with a date.
- Take part in a calibration session, where several reviewers score the same call to check they agree.
- See every call in the company, if the owner has switched on Let QA reviewers see every call, not only assigned ones.
Cannot
- Change the criteria or their weights.
- Change how many calls get reviewed, or who gets sampled.
- Invite, remove or change anybody’s role.
- See the subscription or anything about payment.
- Quietly edit a review after it has gone to the agent.
A reviewer who also takes calls gets My work as well, and their own calls can be sampled and reviewed like anybody else’s.
Company owner
Overview
You. The owner is the only role that can change how quality is measured, which is why there is normally one of them.
Can
- Everything a reviewer can.
- Write and reweight the scorecard, and mark criteria as critical failures.
- Set how much gets reviewed and read the coverage figures behind it.
- Invite and remove people, and change roles.
- Set each person’s working week, so activity figures are measured against the days they were expected to work.
- Run and export reports.
- Manage the subscription, seats and payment.
- End a session on any device in the company.
Cannot
- Edit a review that has already been sent to an agent in a way that hides the change.
- Recover audio after the retention period has deleted it. The score and the written feedback remain; the recording does not.
- See another company. Every endpoint is scoped to one company.
What Qualitify can see
Worth stating plainly, because it is the question a security review asks first.
- Qualitify staff cannot play your recordings.
- Your recordings are never used to train AI models.
- No other company can reach your calls: every call endpoint is scoped to one company.
Every playback is written to an audit log — who listened to whose call, and when — and an owner can read it. Platform staff can see account-level facts needed to run the service: that your company exists, how many seats and calls it uses, and your billing state.
Changing somebody’s role
Team
Roles can be changed after the fact. Promoting an agent to reviewer does not remove their own call history, and demoting a reviewer does not delete the reviews they wrote — those stay attached to the calls, which is the point of a record.
- Removing somebody
- Their account stops working and their sessions end, so a recorder on their device stops collecting. Their calls and the reviews of them are kept: your quality history does not develop holes when somebody leaves.
- Seats
- Your subscription covers a number of people. Removing somebody frees their seat. See Subscription and settings.