15. The system of claim 14 , wherein, when executed by the processor, the computer program further causes the system to perform operations comprising: determining whether the event and the precursor event have occurred; if the event has occurred, selecting a pre-determined phrase of the plurality of pre-determined phrases associated with the event; if the event has not occurred and the precursor event has occurred, identifying a trigger phrase associated with the precursor event and, if the trigger phrase associated with the precursor event is present in the transcript, selecting a pre-determined phrase of the pre-determined phrases associated with the precursor event.
16. The system of claim 15 , wherein, when executed by the processor, the computer program further causes the system to perform operations comprising: comparing word string matches between the transcript and the pre-determined phrase selected, and computing the compliance quality score based on the word string matches between the transcript and the pre-determined phrase selected.