Collections QA

Executive Compliance QA

Cross-channel Officer QA

calendar_today2 Sept 2026 – 29 Sept 2026·4 channels

gavel

4 calls with fatal compliance breaches detected

States an incorrect amount owed (Early Reminders) · Discusses account dues or default specifics without confirming they are speaking to the borrower (Missed Payments) · Borrower raises a dispute (Credit Card Dues). Immediate supervisory review recommended for every flagged Officer.

Review 4 fatal callsarrow_forward
Calls audited8
Across 4 collections desks
Company QA score49.6%
Below floor · floor 80%, target ≥85%
Officers evaluated4
4 active · 0 onboarding
Fatal breaches4
8 flags in 8 callsInspectchevron_right

Where borrowers are stuck

Each borrower sits at the stage of its latest call. Tap a stage to see who is there.

error

Most borrowers are stuck at Promise to pay agreed — 4 borrowers (67% of all), 2 stuck: 2 on hold after a serious rule break.

How late these borrowers are
Due soon00 stuck
1–30 days late22 stuck
31–60 days late20 stuck
61–90 days late11 stuck
90+ days late11 stuck
On hold – under reviewWaiting on customerOn trackCompletedClosed – not going ahead

Company Call Quality Trajectory

Daily average QA score vs the 80% floor · hover a bar for that day’s call mix

All calls
8avg 49.6%
Passed floor (≥80%)
450% of calls
Below floor / fatal
44 fatal
020406010080100%2 Sept1 call100%8 Sept1 call0%11 Sept2 calls97%14 Sept1 call100%15 Sept1 call0%21 Sept1 call0%29 Sept1 call
At or above floorBelow floorFloor 80%Target 85%

Sales Channel QA Performance

4 channels · lowest score first · hover the QA mix for stage detail

Inspect Officers & coachingchevron_right
ChannelAuditsScoreOfficers
Missed Payments1 fatal flag · Discusses account dues or default specifics without confirming they are speaking to the borrower248.6%1/1
Early Reminders1 fatal flag · States an incorrect amount owed250.0%1/1
Credit Card Dues1 fatal flag · Borrower raises a dispute250.0%1/1
Legal Notice & Settlement1 fatal flag · Contacts the borrower outside 08:00–19:00250.0%1/1

Fatal Compliance Violations

8 breaches · ranked by count

Review flagged Officerschevron_right

  • Abusive

    112.5%
    High risk

  • Discloses the debt to a reference

    112.5%
    High risk

  • Threatens arrest

    112.5%
    High risk

  • States an incorrect amount owed

    112.5%
    Misleading
1–4 of 8 · 1 clear
1 / 2

Systemic Parameter Errors & Training Deficit Matrix

Fail rate by bank QA stage, in call-flow order · stages differ by team, so “N/A” means not on that channel's rubric

Under 8%8–15%Over 15% · critical
Rubric stageEarly RemindersMissed PaymentsCredit Card DuesLegal Notice & SettlementRisk flag
1Right Party Contact & Authentication0.0%50.0%0.0%37.5%Priority 1
2Disclosure & Call Opening0.0%18.8%0.0%34.4%Priority 1
3Account Position & Dues Accuracy23.5%60.4%40.0%42.4%Priority 1
4Reason for Delay & Ability to Pay0.0%50.0%25.0%50.0%Priority 1
5Resolution Options Offered0.0%50.0%50.0%50.0%Priority 1
6Promise to Pay & Commitment Quality0.0%50.0%0.0%100.0%Priority 1
7Consequences, Credit Bureau & Legal Disclosure13.6%50.0%27.3%50.0%Priority 1
8Closing, Documentation & Next Step0.0%50.0%39.6%50.0%Priority 1
9Fair Conduct & Harassment Guardrails0.0%40.0%15.3%37.5%Priority 1