SaaS
How Deel Doubled QA Evaluation Capacity Without Adding Headcount
Published
December 15, 2025
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.
By implementing Intryc's AI-driven platform, the Operational Excellence team at Deel has 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.
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. Managing multiple scorecards made trend analysis difficult, and the manual QA process consumed significant time on tasks that didn't contribute to insight generation. 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," Portillo says. Most platforms fell short on key dimensions: 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" (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, an intuitive interface, and 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).
How Intryc Helped Deel Re-Engineer Their QA Workflow
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. They're not random like a lot of businesses do, but we're actually able to target specific things that we're looking for" (Portillo).
Root Cause Analysis
"One of my favourite features of Intryc is being able to add root causes for the markdowns that we do. That helps us to combine all the insights that we get, not only with the comments, but also bucket the markdown sections. That customizability is one of my favorite features" (Portillo).
Automation
"Automation reduced manual work in assigning tickets and reporting, allowing QAs to focus on insights and process improvements. We now have a data-driven approach to evaluate performance and reward our teams" (Portillo).
Results
Capacity Transformation
The team more than doubled their evaluation output 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).
Efficiency Gains
Automation features now save several hours per week per QA analyst. QA analysts at Deel have elevated their scope of work, instead focusing on core issues or patterns across the business that need the most attention from support or adjacent teams like product, engineering, or sales. Evaluations move faster and provide more thorough, detailed insights.
Quality Improvements
Tagging accuracy and process consistency both improved, contributing to faster First Contact Resolution and more relevant coaching sessions. "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).
See How Intryc Can Help You Double Your QA Capacity Like Deel
Ready to scale your quality operations without scaling headcount? See how Intryc's AI-powered platform can transform your QA process.
