What a Compliance QA Scorecard Should Include

Structure it in two parts, because a compliance requirement and a quality skill are judged differently.

• •Compliance checks: true/false questions with one right answer, such as "Did the agent read the required disclosure?"
• •Quality skills: scored from 1 to 100, such as how clearly the agent explained the next step.

Each line should state the question, the written rule behind it, what counts as a pass and when it applies. A check that only applies to some calls needs that condition written down, or it will fail calls where it never applied. Decide in advance which misses fail the whole call.

A debt collection scorecard should confirm that the agent reached the right person, gave the required disclosures, stated the debt accurately and handled any dispute correctly.

• •Right-party verification: the agent confirms identity before discussing the debt.
• •Collector disclosure: under the Fair Debt Collection Practices Act, the first oral communication must say that the collector is trying to collect a debt and that information obtained will be used for that purpose. Later communications must say they come from a debt collector (sources).
• •Accurate statements: the amount, payment options and consequences match your records and policy, with no threats of action you can't or won't take.
• •Disputes and stop-contact requests: the agent recognizes them, responds according to policy and logs them.
• •Recording notice: the agent gives the notice your rules require. Consent rules vary by state (recording consent laws).

What doesn't belong on a per-call scorecard?

Some rules can't be judged from one call. Regulation F presumes a collector complies with its call-frequency limit, with some exclusions, when it doesn't call a person about a debt more than seven times in seven consecutive days, or within seven days after a phone conversation about that debt. It also treats contact before 8:00 a.m. or after 9:00 p.m. at the consumer's location as inconvenient unless the collector knows otherwise (sources). Control those in your dialer and audit them from call logs.

A lending scorecard should confirm that the loan officer verified the borrower, stated terms accurately, gave the required disclosures and avoided statements that could discourage an applicant.

• •Borrower verification: the officer confirms who they are speaking with before discussing the application.
• •Accurate terms: rates, APR, fees and payment amounts match the disclosures the borrower receives.
• •Required disclosures: the disclosures for that product and state are given at the right point in the conversation.
• •No promises: the officer doesn't promise approval or a rate before underwriting allows it.
• •No discouragement: Regulation B bars statements a creditor knows or should know would cause a reasonable person to believe it would deny an application, or grant it on less favorable terms, because of a prohibited basis (sources).
• •Recording notice: the officer gives the notice your rules require (recording consent laws).

See how lenders apply this on the lending page.

Start from your compliance team's own list, then test the wording on calls you have already reviewed.

• •Write each item as one question: a question with two ideas in it can't be scored cleanly.
• •Test it on known calls: pick calls that passed and failed, and confirm the scorecard agrees (how to test AI scoring).
• •Name an owner: one person updates the scorecard when a rule, product or script changes.

In Itero, you upload a rubric, playbook or QA checklist and Itero drafts the scorecard for your review (QA Scorecards). Compliance and quality rubrics can run on the same conversation in one scoring pass, and each result cites the supporting moments in the transcript (AutoQA & Compliance). When a check is missed, reps can rehearse that conversation in AI roleplay before their next calls.