Acme Life Insurance

Operations · Manager Daily QA Dashboard — 20 agents · 500 calls reviewed today

Team Avg Score
2.3
71.4/83

86.0% — above target

Calls Reviewed
0
500

100% coverage today

Agents > 85%
2
12/20

STAR performers

Agents < 60%
1
2/20

Red Alert zone

Compliance Flags
4
3

Down from 7 last wk

Coaching Needed
1
5 agents

Plans drafted by AI

Team Trend — This Week

Mon–Fri performance vs last week, month average, and red-alert risk.

This weekLast weekMonth avgRed Alerts
60657075800246MonTueWedThuFriFriday snapshot71.4 quality2 red alerts
Today

71.4 quality

Compliance

96% adherence

Risk

2 agents in alert zone

Agent Scorecard — Today

20 agents · 500 calls reviewed · sorted by score

STAR COACH WATCH RED ALERT
AgentScore%Section Scores (A · B · C · F · G)Flag
AS
Anita Sharma
7995.2
98
94
92
100
88
STAR
PM
Priya Menon
7894.0
96
93
94
100
86
STAR
RK
Rohit Kulkarni
7691.6
94
90
88
100
84
STAR
VI
Vikram Iyer
7590.4
92
88
90
98
82
STAR
NR
Neha Reddy
7489.2
90
86
88
100
80
STAR
AP
Arjun Pillai
7388.0
89
84
86
100
78
STAR
SK
Sanya Kapoor
7388.0
88
84
88
98
78
STAR
KB
Kunal Bhattacharya
7286.7
86
82
86
100
76
STAR
MN
Meera Nair
7286.7
87
83
84
98
76
STAR
RV
Rahul Verma
7185.5
84
80
84
100
74
STAR
PJ
Pooja Joshi
7185.5
84
80
82
98
74
STAR
AR
Aditya Rao
7084.3
82
78
82
100
72
STAR
SP
Sneha Pillai
6780.7
78
74
80
96
68
WATCH
KM
Karan Mehta
6578.3
74
70
78
94
64
WATCH
DR
Divya Ramesh
6477.1
72
70
76
96
62
WATCH
SG
Sameer Gupta
3rd consecutive call without objection handling
6173.5
68
64
72
90
58
COACH
MS
Manish Saxena
Pitch consistency dropped 18% week-on-week
6072.3
66
62
70
92
56
COACH
RB
Riya Banerjee
Closing rate below floor median for 5 days
5869.9
62
58
68
88
54
COACH
FK
Faisal Khan
T&C disclosure missing on 6 of 25 calls
5363.9
58
52
60
84
48
RED ALERT
DT
Deepak Tiwari
Compliance breach — fee waiver promised without authorisation
4149.4
48
38
52
32
36
RED ALERT

Red Alerts — Live

4 agents flagged · AI-detected patterns

4 active
Deepak TiwariCritical

Compliance Breach

Promised unauthorised fee waivers on 2 of last 5 calls. Deviated from approved script during objection handling.

Recommended action

Immediate suspension · Manager review within 2 hrs · Re-certification required

Faisal KhanHigh

Disclosure Gap

T&C disclosure missing on 6 of 25 calls reviewed. IRDA Section 41 exposure rising.

Recommended action

Mandatory compliance refresher · Shadow 5 calls with QA tomorrow

Riya BanerjeeMedium

Conversion Drop

Closing rate fell from 14% to 7% in last 5 days. Pattern: gives up after first objection.

Recommended action

1-on-1 coaching on objection handling · Pair with Anita Sharma for 2 days

Sameer GuptaMedium

Pitch Inconsistency

3 consecutive calls without acknowledging customer concerns. Reading script verbatim.

Recommended action

Coaching session today · Listen back to 3 STAR-tagged calls before next shift

Today's Coaching Plan

5 sessions · drafted by Evitar · approve to dispatch

P0
Faisal KhanToday, 4:00 PM

Gap · Compliance — T&C disclosure

Pair with Compliance Lead for 2 sessions · Re-certify on IRDA disclosure module

P1
Riya BanerjeeTomorrow, 10:00 AM

Gap · Objection handling

Roleplay 5 common objections with TL · Review Priya Menon's call recordings

P1
Sameer GuptaToday, 5:30 PM

Gap · Active listening

Listening drill · Paraphrasing exercise · Shadow Anita Sharma's afternoon shift

P2
Manish SaxenaFriday, 3:00 PM

Gap · Pitch consistency

Re-record sample pitch · Calibration with Quality Lead · Daily 5-call review for 1 week

P2
Karan MehtaMonday, 11:00 AM

Gap · Closing technique

Closing techniques workshop · Buddy system with Rohit Kulkarni for 3 days

Positives Today

What's working — keep doing

  • Compliance flags down 57% week-on-week

    From 7 to 3 — driven by AI pre-call disclosure prompts on WhatsApp lane.

  • 12 agents crossed 85% threshold

    Up from 10 last week. Anita Sharma & Priya Menon held STAR for 14 days running.

  • Discount-query AI resolution at 89%

    Top objection (3,421 mentions) resolved without human escalation.

  • Conversation count up 8% vs last week

    185 meaningful conversations from 500 reviewed calls — talk-time density rising.

Watchpoints & Manager Actions

What needs attention — act this week

  • Section G (Closing) is the team's weakest area

    Floor average 73% — 11 points below Section F. Bottom 5 agents average 56%.

  • Deepak Tiwari requires immediate intervention

    Compliance breach pattern across 3 days. Auto-suspension triggered today.

  • Callback ratio rising for bottom-quartile agents

    Avg 14 callbacks/agent for bottom 5 (vs 7 for top 5). Lead-quality skew suspected.

  • Hindi-language calls trending 4 pts below English

    Quality gap widened from 2 → 4 points this week. Pattern strongest in Tier-2 city leads.