System for Preparing Authorised Call Recordings for Quality Review

The problem

In day-to-day operations, authorised call audio, transcripts and quality forms arrive through different systems and incident records, preventing the team from viewing the case on a single timeline.

As a result, source links may be lost while the evidence-referenced quality draft is prepared, the case may be referred to the wrong team, and the basis for a technical decision may be unclear.

An incomplete workflow may overlook unclear audio or sensitive data; poorly designed automation creates a risk of reaching a judgement about an employee without context.

What we set out to improve

• Time taken for the evidence-referenced quality draft to be ready for specialist review
• Correct referral of records involving unclear audio or sensitive data to the appropriate specialist queue
• Recording of suggestions corrected or rejected by the quality assessment specialist

How the system works

1. 01 Retrieve authorised call audio, transcript and quality form data from authorised sources
2. 02 Verify the source, timestamp and record identifier
3. 03 Add the relevant asset, user, location, vehicle or content context
4. 04 Prepare the evidence-referenced quality draft
5. 05 Compare the draft with technical rules and authority limits
6. 06 Check for exceptions: unclear audio or sensitive data
7. 07 Have the quality assessment specialist approve, correct or reject the draft
8. 08 Write the input, suggestion, changes and final decision to the audit log

Methods we used

• Data extraction with source and timestamp traceability from authorised call audio, transcripts and quality forms
• Structured output that restricts the evidence-referenced quality draft to fields defined by technical rules
• An exception gate that separates unclear audio or sensitive data from system processing
• An authorised queue that shows the quality assessment specialist the evidence alongside the suggestion
• Duplicate-processing controls and a reversal record to mitigate the risk of reaching a judgement about an employee without context

Where people stay involved

Data and security

Only fields required for the task are processed from authorised call audio, transcripts and quality forms. Source-system permissions are preserved, and unnecessary personal, technical and security-sensitive data is minimised before being provided to the model. Every retrieval, suggestion, human change and target-system action is written to the audit log.

Who this suits

Frequently asked questions