Between hitting growth targets, keeping up with compliance updates, and running day-to-day operations, QA can feel like something you’ll “get to later.”
But forward-thinking finance and insurance teams aren’t waiting. They’re making small, practical changes now – steps that don’t demand a major project but ensure QA isn’t left behind.
From sharpening coverage on the highest-risk calls, to tying QA more closely to Consumer Duty outcomes, to starting the conversation about AI readiness, these firms are setting themselves up for long-term success.
The good news? You can do the same, without overhauling your processes or draining resources.
Sharpen QA coverage where it counts
Even the most diligent QA teams can only review a fraction of calls. The question is: are those reviews focused on the areas that matter most?
High-performing firms are shifting away from random sampling and towards risk-based QA coverage. That means prioritising calls where the risk to the business or customer is greatest, such as:
- Affordability assessments: Ensuring fair treatment in line with lending rules
- Vulnerability disclosures: Handling sensitive situations with care
- Cancellations and complaints: Spotting root causes early
- Add-on sales : Checking clarity of disclosures and customer understanding
For example, Evolution Funding used AI to better understand the reasons behind customer calls, spanning applications, dealer coordination, document handling, admin tasks, and affordability discussions. With these insights, they raised their first call resolution rate to 81%. Focusing QA effort on these high-risk areas gave managers clearer visibility without needing extra headcount.
Tie QA directly to Consumer Duty outcomes
The FCA has made one expectation crystal clear: regulated firms must monitor, test, and evidence good customer outcomes.
This is where QA can do more than “check the box.” By linking QA scoring directly to Consumer Duty outcomes, firms create a clear line of sight between monitoring activity and regulatory compliance.
Practical steps include:
- Updating QA scorecards to reflect fair value, consumer understanding, and support
- Tagging QA findings against Consumer Duty outcome categories
- Feeding QA insights into MI dashboards for easy reporting
With these small tweaks, QA evidence becomes a powerful tool for demonstrating compliance, rather than a back-office task buried in spreadsheets.
For more, see our guide on root cause analysis and Consumer Duty outcomes.
Start the AI readiness conversation early
Artificial intelligence is reshaping compliance monitoring, but most firms aren’t ready to jump in today. That doesn’t mean you should wait until adoption becomes urgent.
Forward-thinking teams are starting small, asking questions like:
- How much of our QA is still manual?
- What call and QA data are we already capturing?
- Where could automation add the most value?
- How would we evidence AI-enabled QA to the regulator?
These conversations don’t require a technology project. They simply build awareness across Ops, Compliance, and Risk teams, so when the time comes to explore AI, the groundwork is already laid.
See also: AI readiness in regulated firms—5 internal conversations to start now.
The payoff of small steps today
When QA moves back up the list, and it will, firms that have taken these steps won’t be starting from scratch.
Instead, they’ll be able to:
- Scale QA coverage more effectively
- Evidence Consumer Duty outcomes with confidence
- Explore AI adoption from a position of readiness
- Build a stronger culture of compliance and quality
It’s a case of small investments now for a much smoother path later.
Three small steps for future-proof QA
Step | Why It Matters | First Action to Take | |
|---|---|---|---|
Sharpen QA coverage | Focus effort on high-risk calls and reduce missed issues | Shift QA sampling to affordability, complaints, and vulnerability calls
| |
Tie QA to Consumer Duty outcomes | Evidences fair treatment and compliance | Add Consumer Duty outcome categories to QA scorecards
| |
Start AI readiness conversations | Builds internal awareness and prepares for adoption | Map today’s QA processes and data capture |
How Voyc supports firms on this journey
At Voyc, we see QA as more than monitoring calls, it’s about protecting firms, customers, and growth. Our platform is designed to help regulated teams:
- Focus QA effort where it matters most
- Tie monitoring directly to Consumer Duty outcomes
- Build confidence in AI-enabled compliance monitoring
Discover how other finance and insurance firms are laying the right foundations today – speak to our team.
