Webinar · Live
September 3, 2026
Beyond the QA Score - How KOHO Connects Quality to Customer Experience, Performance & Retention
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Monika Aufdermauer
VP, User Success, KOHO
Monika leads User Success at KOHO, the Canadian digital bank serving 2.5M+ members. Her team rebuilt how KOHO measures and improves frontline quality, moving from a small sample of reviewed interactions to full coverage across human and AI conversations.
KOHO took QA coverage to 100% and grew CSAT from 73% to 91
Join KOHO's own team live, and see what changed when they stopped scoring a sample of conversations and started evaluating all of them.
- How KOHO moved from reviewing a small sample of support interactions to evaluating all of them, and what that took operationally
- What changed for customer satisfaction once every interaction, human and AI, got the same standard of review
- What KOHO's managers coach differently now that a score isn't the only thing on the table
Live, 30 minutes plus open Q&A. A real conversation with Monika Aufdermauer, VP of User Success at KOHO, not a product demo. Can't make it live? Register anyway, we'll send the recording.
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Birdie works with 40+ financial services and fintech companies, including Nubank, XP Inc., and KOHO.
KOHO took QA coverage to 100% and grew CSAT from 73% to 91
See Birdie in action.
See how Birdie turns customer signals into retention, expansion, and adoption decisions. 30 minutes. Live demo with outcomes.
