Governance
Compliance & quality
Automated conduct checks on every call, plus human audit results.
Conduct compliance
99.7%
Automated checks across 1,246 calls
QA score
94 / 100
Rolling 30-day average
Consent coverage
98.2%
24 accounts pending consent refresh
Recordings retained
12 months
Encrypted at rest and in transit
Flagged calls
10
This week, all reviewed within 24h
DNC list size
184 accounts
Blocked from outbound dialling
Rules monitored
12
Applied in real time on every call
Audits completed
215
Sampled reviews this quarter
Automated conduct checks
Applied to every conversation in real time
| Rule | Detail | Calls checked | Pass rate | Last breach | Status |
|---|---|---|---|---|---|
Calling window respected | No dialling on Fridays or outside 09:00–19:00 GST | 1,246 | 100% | — | Compliant |
Identity verified before disclosure | Two-factor verification on every connected call | 1,246 | 99.8% | 22 May | Compliant |
No sensitive data requested | PIN, OTP, full card number never requested | 1,246 | 100% | — | Compliant |
Respectful language | No threatening or coercive phrasing detected | 1,246 | 100% | — | Compliant |
Do-not-call honoured | Consent and DNC flags block dialling | 1,246 | 99.4% | 09 Jun | Monitor |
Call purpose disclosed | Bank name and reason stated in the opening | 1,246 | 100% | — | Compliant |
Recording disclosure given | Customer informed the call may be recorded | 1,246 | 99.9% | 14 May | Compliant |
Frequency cap honoured | Max 1 outbound attempt per account per day | 1,246 | 98.7% | 10 Jun | Monitor |
Hardship pathway offered | Financial difficulty flag triggers human handoff | 312 | 100% | — | Compliant |
Language preference honoured | Arabic/English switch on customer request | 1,246 | 99.6% | 30 May | Compliant |
Settlement terms accurate | Amounts and dates match the lending system | 1,246 | 100% | — | Compliant |
Call closing script complete | Summary and next steps confirmed before hang-up | 1,246 | 97.9% | 11 Jun | Monitor |
QA score trend
Rolling weighted score over the last 12 weeks
Audit history
Sampled reviews by QA, compliance and risk
11 Jun · 40 calls
Strong Arabic switching, two long silences flagged.
08 Jun · 60 calls
All disclosures present, no conduct issues.
04 Jun · 35 calls
Two cases where the promise date was not repeated back.
01 Jun · 80 calls
Hardship handling consistent with policy.
QA scorecard breakdown
Weighted components of the rolling QA score
| Area | Weight | Score |
|---|---|---|
| Greeting & disclosure | 15% | 98 / 100 |
| Identity verification | 20% | 96 / 100 |
| Regulatory disclosure | 20% | 99 / 100 |
| Tone & empathy | 15% | 92 / 100 |
| Resolution & next steps | 20% | 90 / 100 |
| Call closing | 10% | 93 / 100 |
Flagged calls
Calls surfaced for human review this week
| Call ID | Account | Reason | Reviewer | Action taken |
|---|---|---|---|---|
| CL-88231 | GB-6648 | Extended silence over 12 seconds | Mouza A. | Coaching note logged |
| CL-88214 | GB-2205 | Promise date not repeated back | Mouza A. | Script reinforcement |
| CL-88190 | GB-8890 | Customer requested Arabic, delayed switch | Hamdan A. | Latency ticket raised |
| CL-88176 | GB-7731 | Closing summary incomplete | Abdulla R. | Model prompt updated |
| CL-88155 | GB-4432 | Possible DNC list mismatch | Hamdan A. | Account suppressed, under review |
| CL-88140 | GB-9012 | Sentiment spike — customer frustration | Mouza A. | Escalated to human agent |
| CL-88121 | GB-3391 | Hardship keyword detected | Abdulla R. | Routed to hardship desk |
| CL-88098 | GB-5567 | Call duration exceeded 9 minutes | Mouza A. | Reviewed, no issue found |
| CL-88074 | GB-6210 | Repeat call within 24 hours | Hamdan A. | Frequency cap corrected |
| CL-88061 | GB-1187 | Customer disputed debt amount | Abdulla R. | Routed to disputes team |
Consent & do-not-call register
How opt-outs and consent refreshes are tracked
- 184 accounts currently on the do-not-call register, synced hourly from the lending system.
- Verbal opt-outs during a call are logged and enforced within 5 minutes.
- Consent is refreshed every 12 months or on any change of contact number.
- 24 accounts are pending a consent refresh and are excluded from outbound dialling.
- Register changes are reviewed weekly by the compliance team.
UAE Central Bank conduct rules mapping
How internal controls map to regulatory expectations
Consumer Protection Regulation — fair treatment
Respectful language & tone checks
Consumer Protection Regulation — debt collection conduct
Calling window, frequency cap, disclosure checks
Data protection standards
Masked references, encrypted storage, access logging
Complaint handling requirements
Auto-escalation to human agent on dispute or complaint
Vulnerable customer treatment
Hardship keyword detection and hardship desk routing
Data protection
How customer information is handled during collections calls
Masked references
Accounts are spoken only as the last four digits.
No card credentials
The agent never asks for PIN, OTP or full card numbers.
Encrypted transport
Call audio and account context move over encrypted channels.
Access logging
Every configuration change and export is attributed to a user.
Retention schedule
- Call recordings — retained 12 months, then permanently deleted.
- Call transcripts and QA scores — retained 24 months for audit trend analysis.
- Consent and DNC register entries — retained for the life of the account plus 24 months.
- Exported reports — retained 24 months in the secure reporting archive.
Access control
- Role-based access: agents view masked data only, QA and compliance view full detail.
- Recording playback requires a documented business reason and is logged.
- Exports require manager approval for anything beyond aggregate metrics.
- Access reviews are performed quarterly by the compliance team.