# Fever achieves 100% quality visibility across global support operations

## The Challenge

### Manual QA couldn't keep pace with growth

Fever's customer care team was expanding fast, but their QA processes couldn't keep up. A small quality team was spending most of its time on manual reviews, covering only a fraction of interactions. This left significant blind spots - quality issues could go undetected for weeks, and there was no consistent way to verify that agents met company standards. The gap between what leadership could see and what was actually happening on the front lines was growing.

> We now have visibility into quality across 100% of interactions, not just a sample. And when we find gaps, we can verify they're fixed before they affect more customers.”  
> – Natalia García Jané, Senior Operations Manager (Customer Care)

## Why Solidroad

### Complete quality visibility, not just sampling

Fever chose Solidroad because it offered full coverage, not just a larger sample. With automated scorecards evaluating every conversation against Fever's own quality criteria, the team finally had an accurate view of performance across all markets and languages. When quality gaps are identified, validation simulations verify that agents meet standards before they continue handling customers - closing the loop between identifying issues and confirming they're resolved.

## Solution

### 100% of conversations scored, with validation when gaps appear

Solidroad now evaluates every customer interaction automatically, giving Fever consistent quality measurement across their entire operation. Scorecards are customized to Fever's standards and applied uniformly regardless of language or channel. When the system identifies quality gaps - whether for new hires or experienced agents - validation simulations confirm that agents can meet Fever's bar before they return to live interactions. This turns quality insights into verified outcomes.

> In such a fast-paced environment, staying aligned and agile as a team is tough, especially with a small QA and training team like ours.”  
> – Natalia García Jané, Senior Operations Manager (Customer Care)

## Result

### Full visibility and verified quality improvements

Since adopting Solidroad, Fever has complete visibility into support quality across all markets and languages. Quality gaps are identified automatically and validated as resolved through simulations. The QA team has shifted from manual sampling to strategic quality improvement, spending time on analysis and action rather than repetitive reviews.

## Conclusion

### Quality visibility that scales with the business

Solidroad has given Fever what manual QA never could: a complete picture of quality across their global operation. Every conversation is scored, gaps are surfaced automatically, and improvements are validated before they reach customers. As Fever continues to grow, quality visibility scales with them.

> Solidroad is simple but powerful. It’s already changing how we score and support our team.”  
> – Natalia García Jané, Senior Operations Manager (Customer Care)