BFSI · COLLECTIONS · RECOVERY
Collections floors you cannot hear are collections floors you cannot defend.
“We found out about the threat because the borrower complained to the regulator. Not because QA caught it.”
NBFCs, banks, ARCs and their agency partners run recovery across languages, shifts and vendor sites. Quallix Audit listens to all of it, scores it against your own fair-practice code, and keeps the transcript that proves what was said.
WHAT BREAKS TODAY
The floor as it runs now.
QA reviews 1–3% of calls
A five-person QA team sampling a 600-seat floor sees a rounding error of the actual conversations. Coverage is decided by whoever is on the roster that morning.
RBI fair-practice exposure is discovered late
Call-window breaches, coercive language and unauthorised settlement offers surface through complaints and inspections, not through internal review.
Third-party disclosure goes unrecorded
Debt details discussed with a neighbour, employer or relative are the single most common escalation, and almost never sit in the sampled set.
Vendor floors are a black box
Agency partners send their own scorecards. You have no independent read on the calls being made in your brand's name.
WHAT QUALLIX CHANGES
One fix per failure.
100% of calls audited, every day
Every in-house and vendor call is transcribed and scored against your QA sheet. Coverage stops being a sampling decision.
Fair-practice rules run as checks, not memos
Call windows, contact frequency, permitted language and settlement authority are encoded as policy limits and evaluated on each call.
Disclosure flags with evidence attached
Any third-party disclosure raises a flag with the exact timestamp and transcript snippet, so disputes are answered with a record.
Vendor floors scored on the same sheet
Every agency is measured on your scorecard, in your dashboard, side by side with your own teams.
ONE CONVERSATION, TWO JOBS
A real turn from this floor.
SECTOR COMPLIANCE
Built against the rules your inspection actually cites.
- RBI FAIR-PRACTICE CODE
- Call windows, contact frequency caps, prohibited language and recovery-agent conduct are configured per client and evaluated on every call.
- DPDP ACT 2023
- Borrower data is processed under purpose limitation, with per-client retention windows and role-based access to transcripts.
- DATA RESIDENCY
- India-resident processing and storage by default. EU (GDPR) supported; UAE (PDPL) available on Enterprise.
- AUDIT TRAIL
- Every score, flag and override is versioned with the policy that produced it, so a review can reconstruct the decision months later.
FIELD NOTES
NBFC · 800-seat collections floor · Delhi NCR
“We went from arguing about which calls QA picked to arguing about nothing — every call is on the sheet, and the transcript is attached to the flag.”
Put your whole recovery floor on one scorecard.
We will run Quallix Audit against a week of your own calls, in-house and vendor, and show you what sampling missed.