Compliance & QA Agent

Monitoring 6,589 interactions across 8 countries

Last refreshed: Feb 10, 2026, 1:39 AM

Agent Briefing1:39 AM

3 SLA-critical incidents need attention today. WhatsApp QA pass rate dropped 3.1% this week — consent verification gaps are the top failure mode. US contact-hours guardrail triggered 2 violations overnight.

  • INC-1042: Call placed outside permitted US time window — SLA expires in 4 hours
  • INC-1033: UK vulnerable customer handling checklist incomplete — FCA audit risk
  • WhatsApp channel consent verification failure rate at 8.8% — 3.1% above target
  • 2 overnight contact-hours guardrail violations detected in US operations

Critical Incidents Open

4

20% vs 7dTarget ≤ 3

Compliance Breach Rate

1.8%

11% vs 7dAcross all outbound interactions

QA Pass Rate

94.2%

2% vs 7dMandatory controls only

SLA At-Risk (<24h)

9

13% vs 7dNeeds same-day owner review

Contact Hours

2 violations

DNC List

Clear

Consent Verification

1 violation

Disclosure Compliance

Clear

Frequency Caps

Clear

Cease & Desist

Clear

90-Day Compliance Trend

QA by Channel

ChannelPassVolumeTop Failure
voice93.7%1,244Mini-Miranda disclosure missed
sms95.3%2,830Opt-out language omitted
email96.1%1,611Validation notice timing
whatsapp91.2%904Consent verification gap

Agent Activity

Last 24 hours

Scored 847 interactions — 94.2% pass rate across all channels

3:42 PM · QA Scoring Agent

Flagged call INC-1042 for time-window violation (US, 11:14 PM ET)

3:30 PM · Guardrail Monitor

Blocked SMS to DNC-listed number +1-555-XXX-9821

2:55 PM · DNC Enforcement Agent

Detected missing consent verification on WhatsApp interaction WA-4291

2:20 PM · Compliance Scanner

Escalated INC-1042 to Riley Chen — SLA breach risk within 4 hours

1:45 PM · Escalation Agent

Batch-scored 312 SMS interactions — 95.3% pass rate

12:30 PM · QA Scoring Agent

Flagged 3 voice calls missing Mini-Miranda disclosure in US campaign

11:15 AM · Disclosure Monitor

Contact-hours guardrail triggered: 2 calls placed before 8 AM local time in US

10:00 AM · Guardrail Monitor

INC-1014 data retention tag automatically applied to dispute evidence

9:30 AM · Compliance Scanner

Batch-scored 198 email interactions — 96.1% pass rate

8:15 AM · QA Scoring Agent

Blocked outbound voice call to ceased-contact account ZA-0891

6:45 AM · DNC Enforcement Agent

Overnight scan: 0 frequency cap violations across 1,240 queued interactions

4:30 AM · Guardrail Monitor

Identified opt-out keyword not honored in CA SMS thread — opened INC-1021

2:00 AM · Compliance Scanner

End-of-day scoring complete: 6,589 total interactions processed

11:45 PM · QA Scoring Agent

Auto-escalated INC-1033 to Dustin Ybarra — vulnerable customer protocol

10:10 PM · Escalation Agent

Regulatory Watchlist

USMonitor

State-level call recording policy updates under review

Mar 1
UKAction required

Collections treatment controls for vulnerable customers tightened

Feb 20
INAction required

India debt collections playbook requires legal citation validation

Feb 15

Open Compliance Incidents

IncidentSeverityCountryLaw/RuleChannelOwnerSLA DueStatusAI Recommendation

INC-1039

Unauthorized third-party disclosure during call

criticalINRBI Fair PracticesvoicePriya SharmaFeb 8, 11:45 AMescalated
Escalate to legal team immediately. Prepare incident report for RBI compliance review.

INC-1042

Call outside permitted local time window

criticalUSFDCPA/Reg FvoiceRiley ChenFeb 8, 4:00 PMescalated
Immediately pull call recording for evidence preservation. Notify compliance officer and prepare CFPB incident report draft.

INC-1033

Vulnerable customer handling checklist incomplete

highUKFCA CONCvoiceDustin YbarraFeb 8, 12:00 PMopen
Assign dedicated vulnerable customer handler. Review previous interactions for additional missed flags.

INC-1021

SMS opt-out keyword not honored immediately

highCAProvincial collection law + CASLsmsRobert RockFeb 8, 6:30 PMin review
Confirm opt-out processed in messaging platform. Send compliance confirmation to borrower within 24h.

INC-1048

Mini-Miranda disclosure missed on outbound call

highUSFDCPAvoiceRiley ChenFeb 9, 8:30 AMopen
Review agent training records. Enable real-time disclosure prompting for this agent.

INC-1056

Collection call to workplace after debtor objection

highCAProvincial Collection StatutesvoiceRobert RockFeb 9, 10:45 AMopen
Block workplace number immediately. Update contact preferences and notify account owner.

INC-1014

Data retention tag missing for debt dispute evidence

mediumSGPDPAemailOps QA BotFeb 9, 12:00 PMin review
Auto-apply retention tag to flagged records. Verify no other dispute evidence is untagged.

INC-1045

Email validation notice sent after 30-day window

mediumUKFCA CONCemailDustin YbarraFeb 9, 4:00 PMin review
Send corrected validation notice immediately. Document delay reason for audit trail.

INC-1050

Contact frequency exceeded ASIC guideline limit

mediumAUASIC/ACCC GuidelinevoiceOps QA BotFeb 10, 6:15 AMopen
Temporarily pause outbound for this account. Reset contact frequency counter after cool-down period.

INC-1052

WhatsApp message missing required Arabic disclosure

mediumAECBUAE Consumer ProtectionwhatsappOps QA BotFeb 10, 9:00 AMopen
Update WhatsApp template to include bilingual disclosure. Re-send corrected message to borrower.

INC-1054

Debt collector identity not stated at start of call

lowZADebt Collectors ActvoiceThemba NdlovuFeb 11, 7:30 AMopen
Add mandatory identity script to call opening. Enable real-time compliance prompting.

Global Compliance Monitoring

CountryRegulatorApplicable LawsContact WindowAI Calls (30d)Human Calls (30d)Total MonitoredQA Pass RateOpen IncidentsRisk
United StatesCFPB + FTC + state AGsFDCPA, Regulation F, TCPA8:00 AM – 9:00 PM local1,8429562,79893.7%3high
United KingdomFCACONC, Consumer Credit ActReasonable hours62431894294.8%2high
CanadaProvincial regulators + FCACProvincial statutes, CASL, PIPEDAProvince-dependent41220361595.1%2high
AustraliaASIC + ACCC + OAICASIC/ACCC Guideline, Privacy ActGuideline-based28714543296.2%1medium
IndiaRBIRBI Fair Practices, DPDP ActFair practice guidance53141294391.4%1high
SingaporePDPC + Ministry of LawPDPA, Harassment ActReasonable hours1568924597.1%1medium
United Arab EmiratesCBUAEConsumer Protection Reg, Banking conductReasonable hours19813433295.6%1medium
South AfricaNCR + Info RegulatorNational Credit Act, Debt Collectors ActLegal review pending14214028292.3%1high