Loan Sales QA

Executive Compliance QA

Cross-channel RM QA

calendar_today1 Sept 2026 – 8 Sept 2026·5 channels

gavel

6 calls with fatal compliance breaches detected

Guarantees sanction (Inbound Team) · Continues to pitch after a clear "not interested / don’t call" (Outbound Team) · Shares loan/account details with someone other than the customer without authorisation (DSA/DMA Team). Immediate supervisory review recommended for every flagged RM.

Review 6 fatal callsarrow_forward
Calls audited15
Across 5 sales channels
Company QA score56.6%
Below floor · floor 80%, target ≥85%
RMs evaluated5
5 active · 0 onboarding
Fatal breaches6
14 flags in 15 callsInspectchevron_right

Where leads are stuck

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

error

Most leads are stuck at Documents & ID check — 2 leads (22% of all), 2 stuck: 2 on hold after a serious rule break.

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
15avg 56.6%
Passed floor (≥80%)
853% of calls
Below floor / fatal
76 fatal
020406010080100%1 Sept1 call50%2 Sept2 calls48%3 Sept2 calls48%4 Sept2 calls49%5 Sept2 calls49%6 Sept2 calls50%7 Sept2 calls81%8 Sept2 calls
At or above floorBelow floorFloor 80%Target 85%

Sales Channel QA Performance

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

Inspect RMs & coachingchevron_right
ChannelAuditsScoreRMs
Assisted Digital Team2 fatal flags · Customer raises a complaint or dispute and the officer does not log or escalate it333.3%1/1
Inbound Team1 fatal flag · Guarantees sanction352.6%1/1
Branch RM Team1 fatal flag · States an incorrect rate365.3%1/1
Outbound Team1 fatal flag · Continues to pitch after a clear "not interested / don’t call"365.8%1/1
DSA/DMA Team1 fatal flag · Shares loan/account details with someone other than the customer without authorisation365.8%1/1

Fatal Compliance Violations

14 breaches · ranked by count

Review flagged RMschevron_right

  • Presents insurance or any add-on as mandatory

    321.4%
    High risk

  • Guarantees sanction

    321.4%
    High risk

  • Shares loan/account details with someone other than the customer without authorisation

    321.4%
    High risk

  • Customer raises a complaint or dispute and the officer does not log or escalate it

    214.3%
    Grievance
1–4 of 7
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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 stageInboundOutboundDSA/DMABranch RMAssisted DigitalRisk flag
1Identity & Authentication0.0%33.3%33.3%0.0%12.8%Priority 1
2Consent & Call Opening0.0%21.2%7.4%0.0%9.5%Priority 1
3Need & Suitability (FOIR)17.5%0.0%21.7%16.7%41.1%Priority 1
4Rate & EMI Disclosure59.0%14.3%9.5%14.5%0.0%Priority 1
5Fees, Charges & Net Disbursal28.8%21.0%39.6%23.3%N/APriority 1
6Insurance & Add-on Consent33.3%—33.3%33.3%N/APriority 1
7KFS, Documents & Process7.4%—33.3%0.0%46.4%Priority 1
8Closing & Next Step24.2%33.3%33.3%16.7%52.4%Priority 1
9Fair Conduct & Communication23.3%28.9%22.2%28.9%14.4%Priority 1
schoolCoaching recommended for 1 RM across Assisted Digital Team & Inbound Team.