Knowledge Base
Upload your SOPs, policy documents, and training materials once. Every analysis is then grounded against your actual standards.
Supported file types
Maximum file size: 20 MB per document. Files are chunked and indexed on upload.
Tier limits
Starter
10 documents
Team
50 documents
Enterprise
Unlimited
How retrieval works
When you run an analysis, QualityOS performs the following steps:
- 1The transcript or ticket content is used as a retrieval query.
- 2BM25 lexical search finds the most keyword-relevant chunks from your uploaded documents.
- 3Groq reranking re-orders the candidates by semantic relevance to the specific interaction.
- 4The top 6 chunks are injected into the analysis prompt, giving the AI model context from your actual policies.
Impact on scoring
Uses generic QA best practices
Grounded against your actual SOPs
Policy Compliance scored on general norms
Policy Compliance scored against your policies
Resolution Accuracy uses industry defaults
Resolution Accuracy cross-references your answers
Consistent but less specific
Precise, auditable, org-specific
Storage and access
Documents are stored persistently in Supabase Storage and scoped to your organisation. Team members share the same Knowledge Base — any admin can upload, replace, or delete documents.
Documents are retained until explicitly deleted by an admin. Deleting a document from the KB removes it from all future analyses but does not retroactively change historical scorecards.