A Quality Assurance Platform that improved operational efficiency by 90%

Finance, Internal Tool

6 Months

UX Designer

Project info

Scope

A leading American credit card provider sought to enhance their Quality Assurance (QA) process for sales calls by utilizing NLP (Natural Language Processing) to effectively detect non-compliant sales practices used by business agents

Collaborating with another UX designer, I envisioned and crafted an integrated QA platform that scaled the QA process effectively, addressing the needs of the QA team as well as aligning with company goals

Impact

THE PROBLEM

The current QA process for Sales Calls involves 2 steps & is extremely tedious

STEP 1 (QA LEAD)

Why listen to a 60 minute sales conversation just to identify a 2 minute error?

STEP 2 (QA TESTER)

The current QA process for Sales Calls involves 2 steps & is extremely tedious

STEP 1 (QA LEAD)

Why listen to a 60 minute sales conversation just to identify a 2 minute error?

STEP 2 (QA TESTER)

A team of 10 QA Testers in the US can evaluate only 400 Sales Calls per week

But the number of Sales Calls made per week exceeds 4,000 in the US market

To avoid legal trouble from SEC, the client needed to urgently deploy a solution

This urgency required a streamlined approach to swiftly implement critical features

Introducing the first of it's kind NLP - Powered QA Platform

A QA Lead can allocate calls in less than 2 minutes using 'Smart Allocation'

STEP 1 (QA LEAD)

'Smart allocation' enables the QA Lead to allocate calls in an equitable manner

The system recommends an equitable allocation to each QA Tester based on their workload

These features allow the QA Lead to prioritize other tasks relevant to their role

Ability to view the team's status & edit recommended allocations to optimize the process is a big win for QA Leads

A QA Tester can evaluate a call 90% faster with the help of NLP & an intuitive UI

STEP 2 (QA TESTER)

A list view of allocated calls, relevant filters and predictive search functionality

Makes it extremely easy for the QA Tester to find a specific call or a set of calls

The Call Card is designed by identifying key data points defined by QA Testers

Presenting these data points upfront removes ambiguity about the nature of the call to be evaluated

A QA Tester does not need to waste time identifying non-compliant practices

They only need to evaluate the non-compliances flagged by the system and provide a rationale

This system serves as a catalyst for QA Testers and boosts their productivity

Continuous AI training will substantially enhance the QA team's evaluation accuracy

NEXT STEPS

FORWARD

The platform's AI & NLP capabilities can transform it into a Sales Strategy Tool

For now, desiging for the other identified user needs will ensure a holistic QA process of the highest standards