Privacy Policy

Your privacy is important to us. This policy explains how we collect, use, and protect your information.

Last updated: January 19, 2024

1. Introduction

QualityAI ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website and services.

By using QualityAI services, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Personal Information

We collect information you provide directly to us, including:

  • Contact Information: Name, email address, phone number, company name
  • Account Information: Username, password, billing information
  • Communication Data: Messages you send to us, support requests
  • Business Information: Company size, industry, call center system details

2.2 Call Center Data

When you use our services, we process:

  • Call Recordings: Audio recordings of customer service calls (with proper consent)
  • Call Metadata: Call duration, timestamps, agent IDs, customer phone numbers
  • Transcripts: Text transcriptions of call recordings
  • Analytics Data: Sentiment scores, keyword matches, performance metrics

2.3 Technical Information

We automatically collect certain technical information:

  • Usage Data: Features used, time spent, click patterns
  • Device Information: IP address, browser type, operating system
  • Log Data: Server logs, error reports, performance metrics
  • Cookies: Session cookies, preference cookies, analytics cookies

3. How We Use Your Information

3.1 Service Provision

  • Provide real-time quality monitoring and alerts
  • Generate analytics and performance reports
  • Process and analyze call center data
  • Maintain and improve our AI algorithms

3.2 Communication

  • Send service notifications and alerts
  • Respond to support requests
  • Provide product updates and announcements
  • Send marketing communications (with consent)

3.3 Legal and Security

  • Comply with legal obligations
  • Protect against fraud and security threats
  • Enforce our terms of service
  • Resolve disputes and legal claims

4. How We Share Your Information

We do not sell your personal information to third parties.

4.1 Service Providers

We share information with trusted third-party service providers who help us operate our business:

  • Cloud Infrastructure: AWS, Google Cloud for data hosting
  • Analytics: Google Analytics for website usage analysis
  • Communication: Email service providers, SMS providers
  • Payment Processing: Stripe, PayPal for billing

4.2 Legal Requirements

We may disclose information when required by law or to:

  • Comply with legal process or government requests
  • Protect our rights and property
  • Ensure user safety and security
  • Investigate potential violations of our terms

4.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the business transaction.

5. Data Security

We implement industry-standard security measures to protect your information:

Encryption

Data encrypted in transit (TLS 1.3) and at rest (AES-256)

Access Control

Role-based access with multi-factor authentication

Monitoring

24/7 security monitoring and threat detection

Compliance

SOC 2 Type II certified, GDPR compliant

6. Your Privacy Rights

Depending on your location, you may have the following rights:

Request a copy of the personal information we hold about you, including how it's used and shared.

Request correction of inaccurate or incomplete personal information.

Request deletion of your personal information under certain circumstances.

Request a copy of your data in a structured, machine-readable format.

To exercise your rights:

Email us at privacy@qualityai.com or contact us through our Contact page.

7. Data Retention

We retain your information for as long as necessary to provide our services and comply with legal obligations:

Data Type Retention Period Purpose
Account Information Duration of service + 3 years Service provision, legal compliance
Call Recordings 90 days (configurable) Quality analysis, compliance
Analytics Data 2 years Performance reporting, insights
Support Communications 3 years Customer service, dispute resolution

8. International Data Transfers

Your information may be transferred to and processed in countries other than your own. We ensure adequate protection through:

  • Adequacy Decisions: Transfers to countries with adequate data protection laws
  • Standard Contractual Clauses: EU-approved contracts for international transfers
  • Certification Programs: Privacy Shield and other recognized frameworks
  • Data Localization: Option to keep data within specific regions

9. Children's Privacy

Our services are not intended for children under 16.

We do not knowingly collect personal information from children under 16. If you believe we have collected information from a child, please contact us immediately at privacy@qualityai.com.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by:

  • Posting the new Privacy Policy on this page
  • Updating the "Last updated" date
  • Sending email notification for material changes
  • Displaying a notice in our application

Your continued use of our services after any changes constitutes acceptance of the updated policy.

11. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us:

Email

privacy@qualityai.com

Phone

(555) 123-4567

Address

QualityAI Privacy Officer
123 Innovation Drive, Suite 400
Miami, FL 33101
United States