Gaurav Soni

Head of Product, Metricsense

Gaurav Soni leads product for Metricsense. He has spent 13 years in product at the intersection of data, analytics and AI, starting in engineering, building APIs, data pipelines and analytics products, and moving steadily closer to the decisions leaders actually make. The thread through all of it is the same: turning messy, unstructured conversation into evidence a team can act on. At Metricsense that means reading 100% of a company's calls, reviews and tickets, and linking every finding to the exact quote.

Articles by Gaurav Soni

Quality AssuranceAgent Coaching

The fairest way to monitor your agents is to monitor all of them

Going from a 2% sample to reading every call sounds like surveillance. It is the opposite. The cherry-picked human sample is the thing that makes agents feel watched, and here is how to read 100% of your calls without turning QA into it.

Gaurav Soni

21 JUL 2026 · 7 min read