This decision tree is part of the quality scoring disagreements guide, which covers the inventory before a QA vendor change. This page answers one narrower question: who can say yes.
Why the quality director starts the conversation
Because nobody else can describe the history accurately. Calibration is run by quality administrators: Genesys, for instance, describes several evaluators assessing the same interaction, one evaluation becoming the scoring index, and administrators comparing the variation. The person who ran those sessions knows how often they happened, whether splits were adjudicated in the platform or in email, and whether old forms were versioned. Some teams also tracked agreement statistics such as kappa, which McHugh's review describes as a chance-corrected measure of how consistently raters score the same thing.
That knowledge makes the quality director the right sponsor. It does not make them the signer. Neither does the CX consultant who configured the platform, nor the analyst who can export every evaluation. Access is a permission inside a tool; authority is a decision about company assets.
The tree: four record types, four branches
Start at the quality director and ask what kind of record each class is. Each branch has its own sign-off.
- Company work product: scoring forms, calibration practice, adjudication notes, corrected scores. Usually created by the company's own staff for its own purposes. Branch ends at the CEO, with general counsel advising. This is the shortest path.
- Recordings and transcripts. These capture customers' voices and agents' words. Notice, consent and de-identification come first, so counsel and privacy leads sit on this branch. If the center makes outbound telemarketing calls, 16 CFR 310.5 requires specified records, including call detail records, to be kept for five years; that explains why some call records exist, not whether they can be licensed.
- Client-owned material at an outsourcer. Recordings handled for a client are usually owned or controlled by the client under the services agreement. This branch needs the client's consent and ends outside the outsourcer. See who owns call recordings.
- QA vendor material. Auto-scores, models or analytics generated by the vendor may be governed by the vendor's terms. Counsel reads the contract; the partner only notes that such outputs exist.
Then ask the closing question: will the CEO, who signs contracts about company data, take a first call? The CEO is the introduction.
Roles compared
The evidence asset for this page: each role, what it holds, and what it can decide.
| Role | Holds or knows | Can authorize a licensing discussion? | Use in the introduction |
|---|---|---|---|
| QA analyst or reviewer | Individual evaluations and comments | No | None directly |
| QA calibration lead | Sessions, rulings, form history | No | Confirms coverage and volumes |
| CX consultant or platform admin | Configuration and export access | No | Spots the opportunity only |
| Quality director | Program history, years, systems | Usually not alone | Sponsor and first contact |
| Contact center operations head | Recording retention, suite settings | No | Confirms recording years |
| General counsel or privacy lead | Consent notices, client and vendor contracts | Advises; sets limits | Decides branches 2 to 4 |
| CEO | Company decisions on data | Yes; authorizes and signs | The person introduced |
In-house center or outsourcer? (Illustrative)
Two fictional companies written for this page.
| Question | 420-person home warranty company, in-house center | 1,100-person outsourcer serving retail clients |
|---|---|---|
| Whose calls? | Its own customers' | Mostly clients' customers' |
| Forms and rulings | Company work product | Mixed: own method, some client-specified forms |
| Recordings | Company-controlled, consent notice on calls | Client-controlled under each services agreement |
| Sponsor | Quality director | Head of quality, group level |
| Person introduced | CEO | CEO, with general counsel |
| Extra review | Consent and de-identification | Every client agreement, plus vendor terms |
The in-house path is short and mostly runs through branch 1. The outsourcer's path is longer and may end with only its own methodology and rulings in scope; who owns call recordings explains why.
Branches that stay open until SourceX reviews them
The partner names the executive and lists which branches apply. SourceX's rights review then decides what the company can license, the de-identification required for recordings, whether any client or vendor consent is needed, buyer interest in this record type, and whether an offer is made. Why data rights matter sets out why that review comes before any talk of value. A company that keeps a risk register can log the open branches there; firms with panel or interview data face similar questions, covered on the market research firm page. SourceX licenses approved business data directly from companies for AI training and evaluation, and manages the agreement, rights review, data preparation, delivery and payout.
For SourceX, an introduced company needs 50+ full-time employees at peak (contractors excluded), a documented operating history, rights to license and an authorized contact. Companies in the U.S., Canada and the EU qualify, as do companies in the UK, Australia, New Zealand, India, Singapore, South Africa, Latin America, the UAE and Saudi Arabia when at least 90% of the data is in English. Partners sign the Channel Partner Agreement before submitting; the first valid introduction within the 90-day window is credited when the company submits a verified application. The worked exception example shows what an adjudicated split looks like, and the referral brief template puts the named executive into the handoff.
This is general information, not legal advice.
Next step
Refer a company. Earn up to $100,000. Default reward: 25% of Actual Supplier Payout, capped at $100,000 cumulatively per referred company. Eligibility and payment conditions apply, and a signed Schedule A or addendum can differ. A lead, meeting or signature alone does not trigger payment.
Once the tree ends at a named CEO and the recording and client branches are noted, register as a partner, check the company on who qualifies and read the program terms before the quality director makes the introduction.