Assupol Life

The Challenge

Assupol Life's contact centre had grown from 60 to 145 agents in 18 months following the launch of a new funeral cover product line. Their QA process — built for a smaller team — couldn't scale. Compliance scorecards were stored as Word documents emailed between the QA manager and team leaders. There was no audit trail, no consistent scoring methodology, and no way to prove regulatory adherence to the FSCA.

A spot audit by their compliance officer in mid-2023 revealed 34 evaluations where fatal-fail criteria (non-disclosure of premium, omission of cooling-off period) had not been flagged correctly. The potential FSCA penalty exposure ran into seven figures.

The Solution

Assupol rebuilt their QA framework using QUALICORE's scorecard builder. Their compliance officer mapped every mandatory FAIS Act disclosure requirement, TCF outcome, and Policyholder Protection Rule obligation to specific scorecard criteria — each marked as fatal-fail with mandatory QA comments. QUALICORE's fatal-fail engine automatically scores any evaluation 0% and generates an escalation whenever a fatal criterion is triggered, routing it to the Compliance Manager before finalisation.

Every evaluation is timestamped, linked to a QA analyst, and acknowledged by the agent — creating a complete, auditable record per the FSCA's evidentiary standards. When the FSCA requested records for a routine review, Assupol used QUALICORE's data export to produce a 6-month compliance evaluation package in under 2 minutes.

The Results

Eighteen consecutive months with no FSCA compliance findings relating to the contact centre. The Compliance Manager runs monthly regulatory audit reports from QUALICORE's built-in export — no external consultant required. Agent compliance scores improved from an average of 74% to 91% within six months, driven by targeted coaching plans auto-generated on every fatal-fail event.

The QA team reduced from 4 part-time contractors to 2 full-time analysts, with evaluation capacity doubling due to eliminated admin overhead.