Every Monday at 11am IST, customers receive a weekly PDF report. There is no dashboard to log into and no software for the QA team to learn. The report is the product. This is what it contains.
100% of last week's agent calls audited. Every AI flag verified by a trained analyst. Every finding tied to a named agent, a severity tier, and a recommended next step.
The report is built so a Head of Operations, a QA Head, and a Compliance Manager can each open it and find what they need in under five minutes. The structure is the same every week, which means readers stop hunting and start acting.
- At a Glance — audit coverage, the highest-severity tier this week, where to focus, and who to recognise.
- Executive Summary — the three signals that shape this week's coaching plan, with analyst interpretation.
- Severity Scorecard — Intolerable, Substantial, Moderate, and Tolerable counts with week-on-week change and department breakdown.
- Critical Calls — the highest-severity calls with what happened, why it matters, and what should have been said.
- Agent Leaderboard — every agent ranked by compliance score, worst-first, with severity mix and trend.
- Coaching & Recognition — coaching notes for the bottom three agents and a recognition note for the top performer.
- Compliance Trend — twelve-month view of severity and compliance score against the portfolio benchmark.
- Trend Interpretation — dormant periods, recent spikes, department risk focus, and benchmark comparison.
- Recommended Actions — owner-assigned next steps with due dates, sorted by department priority.
- Customer Callback List — every flagged-call customer needing proactive outreach within 24–48 hours.
- Department Risk Summary — a one-page view for the operations manager and department heads.
- Appendices — per-agent rollup, the full call list, and methodology with data-quality caveats.