Quality Monitoring & Evaluation
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Audit renewal and retention interactions (calls/emails/WhatsApp/SMS/letters).
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Evaluate adherence to call scripts, documentation standards, and renewal process.
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Score interactions using defined QA scorecards. KPIs: QA coverage %, average QA score, variance across auditors, fatal error rate
Persistency Leakage Identification & Control
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Identify lapsation patterns by product/channel/tenure bucket.
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Track cases of missed follow-ups, wrong tagging, incorrect due dates, payment link failures, wrong customer contact details.
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Highlight “at-risk” cohorts early. KPIs: leakage cases identified, % actionable leakage, closure rate, reduction in avoidable lapses.
Root Cause Analysis (RCA) & Corrective Action Plans
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Perform RCA on lapses, low conversion cohorts, failed renewals, and revival drop-offs.
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Categorize reasons: customer-level, process-level, system-level, agent-level.
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Recommend CAPA and track implementation. KPIs: RCA TAT, CAPA implementation rate, repeat issue reduction %.
Process Compliance & Regulatory Adherence
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Ensure all renewal communications are compliant (opt-in/opt-out, language, disclosures, grievance handling).
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Monitor adherence to SOPs for payment collection, follow-up frequency, and documentation. KPIs: compliance deviations, audit observations, zero-tolerance breach count.
Coaching, Feedback & Capability Building
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Provide structured feedback to callers/retention teams and their supervisors.
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Conduct calibration sessions to align scoring interpretation.
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Create “top defects” training nuggets (objection handling, payment guidance, value articulation). KPIs: coaching completion %, post-coaching score improvement, calibration agreement %.
Reporting & Dashboards (MIS)
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Publish daily/weekly/monthly QA and persistency insights dashboards.
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Track performance by team, channel, cohort, and vintage.
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Maintain QA tracker and action logs. KPIs: MIS timeliness, accuracy, stakeholder adoption, recurring insight rate.
VOC (Voice of Customer) & Complaint Trend Analysis
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Capture customer objections/reasons for non-renewal.
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Analyze grievances related to renewals (miscommunication, payment issues, service dissatisfaction).
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Feed into product/service improvement loops. KPIs: top VOC themes, complaint trend reduction, closure TAT improvement.
System/Process Improvement & Automation Support
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Raise system tickets for workflow gaps (wrong due-date triggers, SMS failures, broken payment links).
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Support UAT for renewal journeys and QA tools.
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Help automate sampling or scorecards where possible. KPIs: issues logged vs resolved, UAT defects found, automation impact (time saved).
Sampling Strategy & QA Governance
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Define sampling methodology (risk-based + random) to ensure fairness and impact.
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Ensure audit trail of evaluations and evidence storage.
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Manage inter-rater reliability checks.
