75% QA overhead reduction with 100% call coverage.
A pre-eminent multi-product Insurer retired 30 FTE of manual QA work, scored 100% of calls (vs the typical 2% sample), and deployed bespoke vulnerability detection — all while strengthening their FCA Consumer-Duty position.
The maths gap most Insurers carry: manual QA samples 3% of conversations, FCA Consumer Duty applies to 100%. This Insurer closed that gap in five weeks — and removed three-quarters of the QA overhead in the process.
A pre-eminent multi-product Insurer was actively looking to optimise the overhead of its quality-management function. The team had identified that automating QA via advanced speech analytics could simultaneously maintain FCA Consumer-Duty compliance and improve customer outcomes — but every previous attempt had stalled on integration, model accuracy, or business buy-in.
- Integrated to existing CCaaS and call-recording partner in 5 weeks. No rip-and-replace.
- Built 74 bespoke scorecards across multiple products and lines of business — Quality, Compliance and Vulnerability scoring on every interaction.
- Reduced QA overhead by 75%, freeing headcount to redirect into coaching and customer-experience programmes.
- Deployed advanced vulnerability indicators using MOJO-CX's Large Language Model builder — bespoke models live in production.
- 30 FTE reduction in QA headcount, redeployed to higher-value coaching work
- ~£1m per annum in operational overhead reduced
- 100% of calls scored — for the first time in the operation's history
- 74 bespoke scorecards live — including vulnerability and FCA disclosure adherence
- Consumer-Duty evidence trail running on every interaction, audit-ready by default
We were sampling 2% of calls and reporting on it as if it were 100%. Once MOJO-CX was scoring everything, the conversation in the boardroom changed from "we think we're compliant" to "we can show you we are, on this random call from last Tuesday".
Auto-QA on 100% of conversations. Bespoke vulnerability models built in minutes.
Leader AI ships with the QA scoring infrastructure and the LLM-based model builder. The Insurer's risk team built their own vulnerability and conduct models against their own taxonomies — and had them scoring 100% of conversations within days, not the months a traditional speech-analytics deployment requires.
Meet Leader AI →See what 100% Auto-QA could do on your queue.
Two-week Analyst AI Auto Discovery on one queue. We surface your equivalent of the 75% overhead reduction, sized in £.