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BPO & CX Operations / Regulated customer service operation, UK
Complaint QA Model for a Regulated Service
The Challenge
A regulated service operation needed consistent complaint categorisation and evidence quality before files were reviewed by the client team.
What We Did
Zentrix built a QA model around complaint type, evidence completeness, tone, and escalation threshold, then calibrated weekly with the UK owner.
The Result
QA calibration went live in three weeks, improving file quality and reducing avoidable rework before formal review.
“They understood why complaint evidence has to be clean before it reaches a reviewer.”