Collections QA
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Credit Card Dues

Collections officers on the cards book — minimum-due and total-due follow-ups, revolving-balance accounts, EMI conversion offers, and the disputes that surface when a cardholder is called about a bill they do not accept.

1 Fatal BreachBelow TargetSales Team
supervisor_accountTeam Lead: Sanjay Pillai
Calls Reviewedcall
2
Across 1 Officer
Team Average Scorespeed
50.0%
Score: 50.0%Floor: 80%
Fatal Callswarning
1
Compliance cap invoked
Officers on Rostergroups
1/1
1 active · 0 onboarding
route

Customer journey

  1. 1Bill overdue
  2. 2Minimum-due follow-up
  3. 3Convert to EMIs / payment plan
  4. 4Card blocked & credit record updated
  5. 5Settlement desk

Officer Roster

Ranked by score — Sanjay Pillai’s team

1 Officer
Collections OfficerBandCallsScore (with fatal)Fatal Calls
RC
Ritika Chawla#CC-01 · Credit Card Dues
warningNeeds Coaching250.0%1

All Calls

Lowest scoring first

2 calls
report

CC-1 · She says she did not make the Rs 12,499 transaction, and the call never records it

Ritika Chawla · Kavitha Rangaswamy · Fatal ×2: transaction dispute never logged, and an unsanctioned waiver promised

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description

CC-2 · A revolving balance, an EMI conversion, and every number said out loud

Ritika Chawla · Tarun Bhatia · Clean: balance converted to EMI with full cost disclosure, promise tied to the salary date

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