Quality Assurance Software


Review the Calls, Gain the Insight

Our quality assurance software gives you the tools you need to reduce risk and improve the effectiveness of your telecommunicators’ emergency communications – by proactively identifying and mitigating knowledge gaps and compliance issues. It will also give you insight into how your processes are performing in real-world incidents.


Easily Build Custom QA Forms


Performance Reporting for Valuable Insight


Discover Trends for Quality Improvement

The features and reliability you need

Manual Processes Automated

Manually searching for the prescribed number of recorded calls to evaluate consumes valuable time that could be invested into employee coaching or evaluating a greater sample of calls. Our QA Software automates this process and also ensures that calls are selected randomly and consistently, which instills employee confidence in your QA/QI program’s objectivity.

Seamless Experience with One Interface

The QA evaluation module shares the same interface as the recording and incident reconstruction system, putting everything you need for effective quality audits at your fingertips.

Customizable QA Forms for Objective Review

Maximize the impact of your evaluations with customized call taking and dispatch QA evaluation forms. Start from a library of pre-built forms or use form builders to quickly create QA forms for different protocols, roles and incident types, first setting up form sections and questions, then assigning weighting factors. The public safety 911 quality assurance software automatically tabulates the scores as evaluations are completed. You can tailor a set of evaluation questions and forms to different job responsibilities, seniority, types of incidents, and anything else that reflects your priorities.

Evaluate Complete Multimedia Incidents

With Replay’s QA Software, you can evaluate the quality of service delivered across an entire emergency incident. It supports the evaluation of single calls as well as complete incidents, including both the call-taking and dispatching portions of the call, and all of the call content including voice recordings, texts, GIS and captured CAD screens. Armed with complete incident information, management can gain substantially more insight into the incident handling process and identify best practices and areas requiring attention and improvement.

Support for APCO/NENA QA/QI and CALEA Standards

Our QA Software is configured with all evaluation forms recommended by the latest APCO/NENA ANSI standard for QA/QI. The 911 Quality Assurance evaluation forms can be adapted to your agency’s requirements. Customizable reports help management identify best practices and areas requiring attention in order to promote continuous improvement.

Full-Service QA Solution

Replay Systems also offers a managed QA service to help you achieve all of your QA goals.

Trust Your QA Program to The Experts

Leverage our years of industry experience to establish your QA program, then offload all evaluations and reporting work to our team of independent QA evaluators that are trained in industry best practices. Learn more about our Managed QA Solution.