How to Give Your Audit Team Call-Review Access

A calling operation is only as good as its quality checks, and quality checks need the right people looking at the right calls without being able to quietly rewrite history. ASH's calling and cloud-telephony module is an Enterprise-plan capability built for exactly this: a QA workflow with role-based access, locked outcomes and restricted recording controls. One honest caveat up front the module runs in sandbox until you connect a telephony provider, so recordings and call audio are mock until then. This guide covers how to give an audit team review access and what that access does and does not allow.

Who can review calls

Review access is governed two ways. Senior roles, namely Owner and Manager, can audit calls by default, because oversight is part of the job. For everyone else, there is a dedicated call-audit permission you grant to a specific user. That means a QA reviewer or an external auditor can be given review rights without making them a manager or handing over the rest of the CRM. Grant the permission to the individuals who do quality work, and no one else sees the review queue.

What auditors can and cannot change

The point of an audit trail is that it cannot be tidied up after the fact. In ASH, once an agent files the wrap-up disposition on a call, that outcome is locked. An auditor can read everything, score the call and add notes, but they cannot silently overwrite the original result. If a disposition genuinely needs to change, it goes through a correction request that a second person approves, and the original and the change both stay on record. Reviewers assess; they do not erase.

Restricted recording access

Recordings are the most sensitive artefact in a call centre, so they get the tightest controls. Access is limited to authorised reviewers, and deletion is never a one-click action. Removing a recording follows a two-person workflow: one authorised user files a removal request with a reason and legal basis, and a different admin approves it. Even then, only the audio reference is cleared, while a permanent, non-playable metadata trail of what existed and why it was removed is kept. Evidence is never silently erased.

The audit workflow in practice

• Open the QA queue and filter to unreviewed calls so nothing slips through.
• Play the recording, once a provider is connected, read the disposition and notes, and record your QA assessment.
• Where an outcome looks wrong, raise a correction request rather than editing it directly.
• Reserve recording removal for genuine legal or retention reasons, and let the two-person rule do its job.

Before you go live

Because calling is an Enterprise-plan feature that runs in sandbox until a telephony provider is connected, set your audit team up now while you are testing, so the workflow is proven before real calls flow. Connect your provider, confirm consent and recording settings for your region, and your reviewers are ready from the first live call. See the wider product features for how calling sits alongside WhatsApp and lead management.