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Posh has announced the launch of CoachQA, a key component of its Agentic AI Workforce. This unified suite of AI agents serves customers and employees across enterprises, with CoachQA specifically extending capabilities into quality assurance and risk oversight for banks, credit unions, and financial services organizations.
Financial institutions have long relied on limited manual reviews for quality assurance, leaving the vast majority of interactions unexamined and exposing gaps in compliance, fraud detection, sales performance, and customer experience insights. CoachQA addresses this by applying dynamic, institution-specific evaluation to every conversation.
“Financial institutions are making high-stakes decisions about compliance, risk, and customer experience based on extremely incomplete information,” said Karan Kashyap, CEO of Posh. “CoachQA introduces continuous, AI-powered oversight, ensuring every conversation is evaluated against the standards that matter to each institution.”
"CoachQA allows organizations to directly connect agent performance to how members actually experience service." — John Miller, VP Call Center Operations & Strategy, Citadel Credit Union
“Traditional quality assurance has often felt disconnected from Net Promoter Score results. When only a small fraction of calls can be reviewed, it becomes difficult to determine whether service quality is truly being measured. Posh CoachQA changes that by using AI and call transcriptions to analyze far more interactions, allowing organizations to directly connect agent performance to how members actually experience service,” says John Miller, Vice President, Call Center Operations & Strategy at Citadel Credit Union.
At its core, CoachQA uses Retrieval-Augmented Evaluation (RAE), a technique that identifies key topics in conversations, retrieves relevant institutional standards, and assesses adherence in depth. This approach delivers structured, auditable results tailored to each organization’s unique procedures rather than generic frameworks.
CoachQA consolidates essential functions into a single system:
The platform supports proactive management with real-time alerts and anomaly detection, benefiting even top-performing agents by identifying improvement opportunities across all interactions.
"Posh's QA tool empowers us to monitor every member interaction, ensuring every experience is consistent and exceptional. With expanded oversight, we can quickly identify emerging trends and respond proactively to meet our members' evolving needs. Access to more data and quicker insights drives smarter decisions, helping us raise the bar for member satisfaction," says Stephanie Harney, SVP Member Experience at Chartway Credit Union.
CoachQA prioritizes governance and security with features like automatic PII redaction, encryption, comprehensive audit trails, and seamless integration without requiring infrastructure changes.
“Continuous oversight is no longer optional in financial services,” said Kashyap. “As AI advances, institutions need infrastructure that strengthens governance, not increases complexity. CoachQA delivers visibility, accountability, and scale in one unified system.”
By automating evaluation at full scale, CoachQA transforms the economics of contact center operations—reducing manual effort while enhancing ROI on agent training, minimizing risks, and driving revenue growth.
As part of Posh’s Continuous Learning Cycle, CoachQA feeds insights into targeted development through the Posh Simulator, creating a closed loop of real-world evaluation, practice in simulated scenarios, and measurable performance gains.
Posh continues to advance AI solutions tailored for financial services, empowering institutions to achieve greater efficiency, compliance, and member satisfaction in an increasingly complex environment.
About Posh
Posh empowers financial institutions to elevate member and employee experiences through intelligent AI solutions that combine conversational, generative, and agentic capabilities for deeper engagement, smarter service, and greater autonomy. With over 125 financial institution clients and over 250 products deployed, Posh’s purpose-built platform spans voice, digital, training and knowledge channels, delivering transformative self-service, employee enablement, and operational efficiency.
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