Quality review of contacts between customers and customer service agents

A user of a personal computing device may identify an item of interest provided by a network-based service for which additional information is desired. Customer service agents (CSAs) of the network-based service may be contacted by the user to respond to queries. To assess the quality of a contact, a contact review service may record the contact between the CSA and the user and edit the contact to reduce its length for ease of review. The edited contact may be submitted to one or more reviewers to obtain reviews characterizing the contact quality. Reviewers may include CSAs not participating in the contact or other human reviewers. The reviewers may return their reviews to the contact review service, which generates a composite review from the returned reviews. The composite review may be employed for CSA evaluation and/or training purposes, amongst others.