Where Technology & People Drive Performance

Combines trusted human-led intelligence with machine-driven scale.

Seamless, efficient and actionable quality assurance.

IQAS brings together human expertise and machine-driven intelligence to deliver a smarter, faster, and more efficient quality assurance solution for your contact centre.

A Group Company

InsightIQ

Automated & human-validated quality assurance for operational, tactical and strategic analysis.

ImpactIQ

Integrated workflow and AI-powered insights for personalized coaching driving continuous improvement.

InteractIQ

Real-time agent performance tracking and management supported by advanced conversation appraisal.

About us

Intelligent QA, Built for Business Growth

IQAS is more than a QA platform—it’s a strategic partner for contact centers, in-house customer service and sales teams, and BPOs looking to scale operations without sacrificing quality.

IQAS brings together human expertise and machine-driven intelligence to deliver a smarter, faster, and more efficient quality assurance solution.

Whether you are looking to outsource your QA or run assessments in-house, IQAS gives you the power to optimize every interaction and drive real business impact through automation, AI, and human expertise.

Platform

A seamlessly integrated quality assurance, coaching and performance management platform that brings together human expertise and machine-driven, AI intelligence.

Whether you are looking to outsource your QA or run assessments in-house, the IQAS Platform gives you the ability to drive revenue whilst lowering costs.

Products

How does IQAS help to drive real business impact with automation, AI, and human expertise?

InsightIQ

Automated & human-validated quality assurance for operational, tactical and strategic analysis.

100% interaction coverage using AI-driven evaluation.
Automated & human QA scoring for precise insights.
Compliance assurance tailored to your industry.
Customizable QA rubrics & audit trails for full transparency.
Calibration tools to align human and AI assessments for consistent accuracy.
Seamless integration with existing CRM and call centre tools.

ImpactIQ

Integrated workflow and AI-powered insights for personalised coaching that drives continuous improvement.

Instant coaching recommendations based on call patterns and agent performance.
Automated call summaries and sentiment analysis for deeper customer insights.
Regulatory & compliance tracking ensuring operational adherence.
Real-time customer experience monitoring including escalation detection and competitor insights.
Voice of the Customer analytics to track engagement, sentiment, and pain points.

InteractIQ

Real-time agent performance tracking and management supported by advanced conversation appraisal.

Performance dashboards to monitor agent trends.
Automated alerts & notifications for coaching opportunities.
Customizable reports & heatmaps for compliance and QA insights.
Track agent improvement over time with AI-powered performance benchmarking.
Seamless integration with existing CRM and call centre tools.
Performance review and disciplinary management.

Use Cases

Sales and Acquisition

Maximize Conversion with AI-Powered Coaching and Insights

Accelerate customer acquisition by identifying the key drivers of your sales strategy. IQAS helps your agents focus on what works best by providing real-time performance data, guiding them to engage prospects more effectively and boosting your revenue growth. Through detailed performance insights and AI-powered coaching, every interaction is an opportunity to increase conversion rates.

Retention and CLVM

Enhance Customer Retention with Data-Driven Trends

IQAS empowers businesses to strengthen customer retention by identifying patterns in agent behavior and customer feedback. IQAS enables the development of tailored engagement strategies that address customer needs effectively. This targeted approach fosters deeper customer relationships, reduces churn, and enhances overall satisfaction, leading to sustained business growth.

Customer Service

Deliver Exceptional Customer Service with Real-Time Dashboards

IQAS transforms customer service by providing agents with the insights to adapt to feedback quickly and efficiently. With real-time quality assurance monitoring and AI-driven coaching, every interaction becomes an opportunity to elevate the customer experience. The result: lower costs, improved satisfaction, and faster resolution times. Achieve more with fewer resources.

Industries

Finance

Optimised Compliance and Risk Management

In the finance industry, maintaining compliance and delivering outstanding customer service are critical. IQAS automates compliance checks while providing valuable insights into customer interactions. This results in faster, more accurate delivery and improved client trust. Real-time monitoring helps your team identify issues and take corrective actions, ensuring both compliance risk management.

Insurance

Streamline Back Office Processing and Customer Service

Insurance companies rely on sales and back-office processing quality while maintaining strict adherence to industry regulations. IQAS offers real-time insights into agent performance and call quality, ensuring that sales and back-office processes are handled accurately and efficiently. Automated assessments identify opportunities for coaching, driving better customer interactions, faster resolutions and higher conversions.

Telecommunications

Boost Sales and Service Efficiency in Telecoms

In the competitive telecom industry, customer retention and service quality are key. IQAS helps telecom companies enhance sales performance and reduce churn. With AI-driven insights and automated evaluations, agents are empowered to deliver tailored solutions that meet customer needs faster. Boost your team's productivity and conversion rates with data-driven coaching and real-time insights.

Why IQAS?

Human + AI Synergy: Trusted, human-led quality assurance powered by AI-driven automation for faster, more accurate assessments and improved decision-making.

Scalable & Flexible: Seamlessly adapts to your team’s size and operational needs, providing a solution that grows with you and fits every stage of your business.

Actionable Insights: Transforms raw data into clear, real-time insights that guide performance improvement and drive smarter operational decision-making.

Complete Quality Assurance: Monitors, evaluates, and enhances all interaction types — calls, emails, chats, or social media — ensuring consistent quality across multiple channels.

Machine-Driven Automation: Leverages automated scoring through Speech Analytics for fast, precise evaluations that streamline assessment and reduces manual effort.

100% Coverage: Ensures every interaction is analysed, with full multi-language support, delivering comprehensive oversight for national and global operations.

AI-Powered Coaching: Real-time, AI-powered coaching with InteractIQ, providing personalised feedback and continuous agent improvement.

Our People

IQAS has a dedicated management team that comes with many years of experience in the contact centre industry and assists organisations with their commitment and delivery to total quality management.

Jo Royden-Turner

Managing Director

Roger Gerrish

Strategy

Lorisha Emile

Software Support

Partners

A SaaS development company providing business wide insights through its analytical QA modules.
Callbi specialises in Speech Analytics that drives improved Contact Centre performance.
Provider of bespoke BPO services and an Authorised Financial Services Provider.
The sales and distribution of data centric products and value-added services through their contact centre and network of field agents nationally.
Distribution of prepaid SIM cards through their network of 2,000+ field agents nationally.
Provider of specialist recruitment and HR services.
A leading managed IT services provider.
Deliver practical, actionable, and easy to implement AI solutions that drive measurable transformations.
Providing automated, AI-driven, predictive analytic solutions that drive revenue and conversion in your business.

Testimonials

South African Banking Institution

Head of Operations

IQAS has helped us in the virtual advice department to mitigate risk and improve our qa processes. Iqas helped us to lift our standards and also equipped us to track any engagement we have with our staff relating to coaching. A valuable partner in our business.

Direct Sales & Distribution Organisation

Managing Director

As a provider of bespoke direct marketing solutions ensuring our sales teams engage with customers professionally is of the utmost importance to us. We rely on IQAS and their innovative quality compliance programs automated reports to provide us with this assurance.

Business Process Outsourcing Company

Operations Director

IQAS takes our business needs and requirements into consideration and has designed and developed bespoke functionality and workflow to suit our unique environment. This has reduced the amount of time we took to extract meaningful reports and data with which to formulate action plans within our contact centre. The overall support team is quick to respond and provide thorough investigations and responses.

Prepaid Mobile Sales Business

Director

I would highly recommend IQAS. The company is professional and courteous. The staff are great and are willing and readily available to assist with any query. As a valued partner they feel part of our business.

Careers

IQAS is an equal opportunities employer. We are passionate about providing opportunity and developing people to realise their full potential.

If you are interested in applying for a position at IQAS, please send your CV with a covering letter to: support@iqas.co.za

Contact

If you would like to know more about the IQAS solutions, please contact us by completing the form below and we will get in touch.

Address

67 K.E. Masinga Road, Durban, 4001

Postal

PO Box 20371, Durban North, 4016

Email Us

support@iqas.co.za

Call Us

+27 (0)31 941 9222