Brex Burns the QA Playbook
After a quick preview, our COO stopped us and said, ‘No more manual QA. Go deep into this platform—this is going to be incredible for us.’ That was the catalyst to burn our QA playbook and rebuild it from the ground up.
Brian Klaja
Sr Director, Operations Strategy & Enablement, Brex
About Brex
Brex is a financial platform that helps the next generation of companies move faster and scale responsibly by uniting payments, expense management, and AI-driven insights.
FinTech
~1500 Employees
CHALLENGE
QA was a distraction to the business
As Brex scaled rapidly, its quality assurance program couldn’t keep pace. QA had become a manual, score-based exercise — focused on compliance rather than insight. Managers spent hours grading a handful of tickets each week, generating repetitive reports that measured accuracy but missed what truly mattered: the customer experience.
“We were spending hours on QA every week, but it wasn’t driving customer outcomes—it was just generating scores.”
Brian Klaja
Sr Director, Operations Strategy & Enablement, Brex
Because only a fraction of conversations were reviewed, Brex’s leadership lacked a clear view into the themes, risks, and behaviors driving satisfaction or churn. QA insights stayed siloed, disconnected from coaching, retention, and product decisions.
solution
From QA to strategic intelligence
After Brex’s COO saw Rippit’s AI in action, she made a decisive call:
“Stop doing manual QA and rebuild it around insights.”
That moment sparked a company-wide transformation—redefining QA as a predictive system that connects coaching, retention, and executive decision-making. The new model replaced time-intensive scoring rubrics with AI-driven insight, turning QA from an operational task into a real-time business signal that informs performance, customer health, and growth strategy.
“In years of doing QA, nothing like this came out of the process. Now, we’re actually protecting customers and revenue.”
Medha Mayawala
QA Associate & Analyst, Brex
Use case 1
Proactive Retention Through Predictive VoC
Brex uses Predictive CSAT and Churn Risk AIs to surface dissatisfaction weeks before surveys or lagging indicators appear. These signals are integrated directly into CSM workflows, making risk detection part of their daily operating rhythm.
Use case 2
Voice of the Customer Insights
Custom AI Classifiers categorize every conversation into themes like onboarding friction, product gaps, sentiment drivers, and competitor mentions. This creates a structured, searchable VoC layer that surfaces patterns across 100% of interactions.
Use case 3
Scalable Coaching Through AI
Using AskRippit and the AI Metric Builder, Brex analyzes every agent conversation to identify behavioral patterns, process adherence, and skill gaps. AI-generated insights help managers review large volumes of interactions quickly and focus coaching on specific behaviors.
Use case 4
Executive Visibility and Alignment
Predictive dashboards and AI-powered QA metrics consolidate customer health signals into a single operational view. Conversation, performance, and risk indicators are centralized in Rippit, providing a unified analytical environment for decision-makers.
Impact
Conversation insights drive business performance
3%
Churn risk detection in conversations with AI
“Rippit’s platform became the way Brex listens to its customers, understands its business, and drives its next chapter of growth."
Brian Klaja
Sr Director, Operations Strategy & Enablement, Brex
Predictive retention
AI models flag churn risk and dissatisfaction before surveys do, triggering proactive recovery.
Voice of the Customer at the center
Structured VoC insights now guide roadmap decisions, renewal strategy, and GTM enablement, giving leaders a unified view of friction, sentiment, and competitive pressure.
Smarter coaching
Managers coach from insights across 100% of conversations, uncovering patterns and inefficiencies impossible to detect manually—leading to faster, more focused agent development.
Executive-level visibility
Insights from conversation data now informs bi-weekly business reviews with the COO and CX leadership.
With leadership buy-in and measurable results, Brex’s QA program evolved into an enterprise-wide intelligence framework — one that empowers teams to act faster, focus smarter, and anticipate customer needs before they arise.
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