Quality Assurance
Review & Audit
Performing QA reviews on completed Identity Verification cases helps eliminate or minimize processing errors, improve criteria and procedures, and enhance human agents' performance and training.
Quality Assurance
You can leverage this based on the following operating models:
| Operating model | Description |
|---|---|
| Fourthline operated | We can share the findings from our internal QA reviews with you, as an additional service. |
| Fourthline powered | You can enable the QA section in your Case Review Portal to perform your own reviews. |
Fourthline QA reviews
Fourthline’s highly qualified Assurance Team performs independent, unbiased QA reviews on a daily basis and is organizationally part of Fourthline’s Operations team.
The QA reviewer re-checks the entire case, including the AI agent checks and any AML hits. Reviews are then subject to further oversight by senior Assurance team members or the Fraud & AML team. We also periodically validate case data for accuracy, privacy, and correct logging.
All our processes and evidence comply with the requirements of Fourthline's external auditors, as part of our ISAE 3000 certification. We use the information from reviews to improve our offering and continually calibrate our AI agent.
Sampling methodology
QA reviews are conducted on random samples drawn from the entire case population to obtain a statistically relevant assessment of quality, in line with industry best practices.
Configurable
You can configure the sample size with Fourthline as a percentage of your processed case volume, typically 2% or 5%.
Increasing the sample size reduces the margin of error in the quality assurance (QA) results.
Metrics
Fourthline has established a set of QA metrics to assess the effectiveness, reliability, and overall quality of its services.
These metrics provide quantitative insight into performance, consistency, and compliance with defined standards, and support quality monitoring, issue identification, and continuous improvement.
Support
If you have questions about these metrics or need additional information, contact your Fourthline Customer Success Manager.
Reports
We share findings with you on a monthly basis, unless agreed otherwise. On request, we can email high-priority cases to you immediately.
Reports contain only case identifiers, and don't contain sensitive case data.
Support
If you have questions about these reports or need additional information, contact your Fourthline Customer Success Manager.
Next steps
Continue to the Review & Audit integration guide to learn more about the Fourthline-powered operating model.
Updated 3 months ago