Collections Call QA Checklist

Collections QA is a compliance job that happens to use a scorecard. Score the legal lines first. A warm call that breached the rule is still a failed call.

Use this as the spine of the form. The collections QA software page covers how the scores are run. This is the checklist itself.

Before any account detail

• Right party confirmed, and no debt information given before that.
• Mandatory disclosure delivered in the form your procedure requires (Mini-Miranda or the local equivalent, including the NCA-style notice where it applies).
• Recording disclosure given where the law or your policy requires it.

Conduct during the call

• No threat of action you cannot or will not take.
• No harassment: frequency, language, and third-party disclosure are the usual failures.
• Vulnerable-customer cues (bereavement, obvious distress, a stated inability that your policy treats differently) are acted on, not talked over.
• The amount, the creditor and the options match the account. Invented settlement figures are a fail even if the customer agrees.

The outcome

• Promise to pay, if any, has an amount and a date the customer repeated back.
• Refusal and dispute are noted accurately. A dispute that is logged as a promise is a serious fail.
• Card data is not spoken in full. Pause-and-resume or a payment IVR is used where that is the control.

After the call

• Notes match the recording. The QA score is evidence; a contradictory note is its own finding.
• Fatal lines are marked fatal. Do not “average” a missed disclosure into a pass because the rest of the call was polite. See CSAT versus QA score.

Calibrate analysts on one disputed call and one clean call before you publish rankings. Collections language is where inter-rater reliability usually breaks first.

If the programme is outsourced, put this checklist in the BPO quality SLA as a schedule, not as a paragraph that says “comply with all laws”.