How Deel Doubled QA Evaluation Capacity Without Adding Headcount

Deel, a global HR and payroll platform operating 24/7 support across chat, email, and phone, in over 150 countries, needed more than just a support QA solution. They needed a platform that would allow them to build a scalable, best-in-class, quality assurance and agent training program that would enable their teams to move at the highest speed and service quality in the market. Complex, high-stakes, urgent, and high-profile client requests are part of the daily routine for Deel's support and operations team - not unusual for one of the fastest growing companies in the world with a true global presence.

Deel was looking to eliminate slow feedback cycles, unquantifiable customer feedback, and slow resolutions. By implementing Intryc's AI-driven platform, the Operational Excellence team at Deel has so far managed to more than doubled their evaluation output, at a fraction of the time previously required and with the same QA headcount while almost eliminating all previous manual work and improving root cause targeting accuracy. This has enabled Deel to uncover issues and patterns much faster and improve internal processes and agent performance in record time.

The Hidden Bottleneck Slowing Down Deel’s Complex Global Support Engine

Deel supports tens of thousands of customers globally with a support team that operates around the clock. As Jorge Portillo, Operational Excellence Quality Assurance Lead at Deel, explains: "Our main challenge was scaling quality reviews efficiently while maintaining consistency across global teams."

The platform they were using before Intryc had limitations. It kind of worked, but it lacked the flexibility and data access their evolving operation required. 

Managing multiple scorecards made trend analysis difficult, and the manual QA process consumed significant time on tasks that didn’t contribute to insight generation. The impact was clear: coverage limitations reduced visibility into performance patterns, customer challenges and slowed coaching cycles. These bottlenecks prevented the team from operating at full speed and effectiveness.

As Portillo explains, “Not having better QA coverage limited our visibility into performance trends and slowed down coaching cycles.”

Why Traditional QA Tools Couldn’t Scale With Deel’s Growth 

Deel evaluated several top QA platforms using G2 reviews and peer recommendations. "We noticed that a lot of them had good QA processes, appeared to be very strong, but they lacked the flexibility that we needed as we were trying to scale the operations and we were evolving as a product as well," Portillo explains.

Most platforms fell short on key dimensions. "Most had very solid QA features but lacked flexibility and AI depth. Customization required extra manual effort, and data centralization was limited."

How Intryc and Deel Created a Perfect Strategic Fit: AI Depth, Flexibility, and a True Co-Building Partnership

Intryc offered what Deel needed: "the right mix of flexibility, automation, and AI-driven insights," according to Portillo. "It aligned with our goal of scaling QA coverage efficiently while maintaining consistency and accuracy across all teams."

Specific features stood out:

• Customizable scorecards and criteria
• AI-assisted evaluations
• Intuitive interface
• Real-time insights

But one factor differentiated Intryc from competitors: "The willingness to co-build and adapt features with us was a big differentiator," Portillo notes. "Intryc allowed close collaboration and innovation to fit our needs."

The platform also helped centralize evaluations, simplify reporting, and reduce manual effort required to manage scorecards and data.

A Smooth Transition: Integrating Intryc Into Deel’s QA Workflow

The onboarding moved quickly. 

"The onboarding process with Intryc was fast and collaborative," Portillo says. "We worked closely with their team to adapt the platform to our QA workflows, ensuring our specific needs were reflected in the setup."

Since Deel had already defined their QA structure and scorecards, the transition focused on integration, automation, scale, and usability testing.

Value came quickly: "Within a few weeks. Once our first scorecards and sampling rules were live, we saw clear improvements in workflow efficiency."

The team responded positively. "They appreciated the cleaner interface, faster evaluation flow, and automated sampling rules. It freed time for deeper analysis and cross-functional projects."

How Intryc helped Deel Re-Engineer their QA Workflow

Intryc helped Deel changed their approach on quality assurance through several key capabilities:

Targeted Sampling

"We're able to set specific conditions to have targeted samples, and that brings even more value to the evaluations that we do," Portillo explains. "They're not random like a lot of businesses do, but we're actually able to target specific things that we're looking for."

Root Cause Analysis

"One of my favourite features of Intryc is being able to add root causes for the markdowns that we do," Portillo notes. "That helps us to combine all the insights that we get, not only with the comments, but also bucket the markdown sections. I'm able to change that around so I can remove or add. That customizability is one of my favorite features."

Automation

"Automation reduced manual work in assigning tickets and reporting, allowing QAs to focus on insights and process improvements," Portillo says. "We now have a data-driven approach to evaluate performance and reward our teams."

Responsive Support

"Intryc support is great. Anytime we have any type of issue, we're able to escalate it," Portillo explains. "When I make a request to have a new feature, or I want to see some information that is specific to the project that I'm tackling, Intryc is able to help me. They're able to adjust the way the scorecard might look, sometimes they're small changes, sometimes they're big, but they have a huge impact."

Results

Capacity Transformation

The impact on Deel's QA operations was substantial. The team more than doubled their evaluation output, focused what's targeted to be evaluated to reduce noise and all that without adding headcount. This all happens now in near real-time, reducing the feedback loop from incident to action to a fraction of what it used to be. "We are now doing more than twice of the evaluations that we were doing a year and a half ago, two years ago," Portillo confirms.

Efficiency Gains

The efficiency gains extended beyond volume. Automation features now save several hours per week per QA analyst. QA analysts at Deel now have elevated their scope of work and they instead focus on core issues or patterns across the business that need the most attention from the support or adjacent teams - like product, engineering, or sales. The improved review accuracy means the evaluations themselves are more reliable and in-depth. Evaluations move faster, provide more thorough and detailed insights and feedback loops have shortened significantly, allowing the team to address issues more quickly.

Quality Improvements

Quality improvements appeared across multiple dimensions. Tagging accuracy and process consistency both improved, contributing to faster First Contact Resolution and more relevant coaching sessions. The dispute process became more straightforward, and there was a noticeable improvement in overall agent performance and quality consistency across teams.

"While CSAT and NPS are influenced by many factors, the improved QA visibility and feedback cycles have supported a noticeable improvement in overall agent performance and quality consistency across teams," Portillo notes.

Continuous Evolution

The platform's capabilities continue to evolve with Deel's needs. "The AI evaluation output continues to grow as we customize it to our needs and projects," Portillo explains.

QA Capacity & Workflow

Best Practices

Portillo offers advice for other CX leaders considering AI-powered QA:

"Clearly define your QA goals and metrics first. The better your structure, the more value AI can add. Involve your QA team early to identify where automation will help most, and listen to your CX agents' feedback to improve processes for the business, QA, and AI itself."

Recommended workflows:

• Regular calibration and AI reviews
• Continuous refinement of scorecards and taxonomy
• Using dashboards to ensure insights drive action
• Combining QA findings with agent feedback to fine-tune AI results

See How Intryc Can Help You Double Your QA Capacity Like Deel

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