How Fintech ID Finance Achieved 150% more QA sample with Oversai

Overview

ID Finance is a leading fintech company that provides innovative financial solutions and digital lending services. As the company scaled its operations across collections and customer service teams, it recognized the need to modernize its quality assurance processes to maintain high service standards while managing growing interaction volumes across multiple channels including voice (Genesys) and email (Freshdesk).

The Challenge

ID Finance faced significant operational challenges in managing quality assurance and operations analysis across their collections and customer service teams:

• •Limited auditing capacity: Only a small fraction of interactions were reviewed due to bandwidth and tooling constraints, slowing continuous improvement.
• •Manual processes: QA and feedback were managed in Excel and a separate QA tool, causing delays and poor traceability.
• •Fragmented visibility: Data from Genesys (voice) and Freshdesk (email) lived in silos, making a unified operational view difficult.
• •Scaling constraints: Rising call and channel volumes made it unfeasible to maintain quality through manual auditing alone.
• •Sentiment blind spots: Reliance on CSAT surveys missed real-time customer sentiment signals.
• •Signal discovery at scale: Identifying red flags and improvement opportunities across thousands of interactions was slow.

The Solution

Oversai provided ID Finance with a comprehensive solution that transformed their quality assurance and operations analysis:

• •Automated + targeted QA at scale: Audited 150% more monthly interactions across Collections and Customer Service using Oversai QA and AI Metrics, combining automation with expert review.
• •Unified data foundation: Direct integrations with Genesys (voice) and Freshdesk (email) centralized data and eliminated silos.
• •Rapid, actionable coaching: Automated alerts and personalized coaching flows delivered timely feedback to agents and team leads.
• •AI-driven sentiment & metrics: AI sentiment detection reduced dependency on surveys and surfaced "needle-in-a-haystack" red flags and opportunities.

Impact & Results

The implementation of Oversai's solution delivered significant improvements:

• •10% QA coverage—from 4% to 10% interactions audited monthly with AI.
• •50% less manual effort in QA, freeing the team for analysis and continuous improvement.
• •<24-hour feedback cycles for agents and team leads, accelerating individual and team performance gains.
• •QA effectiveness up: up to 85% of agents surpass the defined score goal, elevating service quality.
• •Omnichannel insight in one view: Consolidated QA and sentiment across voice and email into a single dashboard for faster, data-driven decisions.
• •Scalable operations: Ability to expand audits, samples, channels, and teams without adding headcount—while reliably detecting red flags and outliers.

Looking Forward

ID Finance plans to extend Oversai to additional teams and channels—including WhatsApp and new markets. Next steps include knowledge-base integrations for AI and advanced report automation to further raise quality and operational efficiency.