Client requirements
Your clients’ standards, built in.
Each client’s QA form becomes its own scorecard, with the client’s questions, scoring method, and pass mark. Calls with a confirmed client are scored that client’s way.
- Calls
- Dana Whitfield, Oct 14, 2026
ScorecardMarlow & Greer Harlow Compliance
Starts at 100. A No deducts the question’s points. Fails below 70 or on any auto-fail question.
Final Score
97
ScorecardKestrel/Calloway client scorecard
Compliance and Fundamental are scored as ratios; the call passes at 70% overall. Unanswered questions are left out.
Assessed score
100%
- Compliance
- 100%
- Fundamental
- 100%
- Overall
- 100%
Questions assessed 13 of 14
Evidence gaps
- Kestrel/Calloway F4 Account documentation — Requires information not available from the call
F2 · Did the associate obtain or review the reason for delinquency and current financial situation/finances?
F3 · Did the associate provide payment solutions that are affordable and appropriate given the cardmember’s financial situation?
F4 · Is all account documentation understandable and concise and does it include all pertinent information?
Requires information not available from the call
F6 · Did the employee summarize the conversation, payment terms and provide next steps?
F7 · Did the associate provide their contact information and verify consumer’s contact information?
Client reporting
Deliver what each client asks for.
Recordings and scorecards packaged the way each client asks are available today. Client-layout reports, filled from the same reviewed results, are in development.
In development
Harlow National Bank, N.A. · Monthly call quality report
Prepared by Marlow & Greer, P.C. · October 2026 · Marlow & Greer Harlow Compliance
- Calls scored
- 412
- Pass
- 390
- Fail
- 22
- Average score
- 97.4
Pass rate 94.7%. A call fails below 70 or on any auto-fail question; every fail this month was an auto-fail.
| Question | Calls | Points |
|---|---|---|
| Payment Arrangement Process | 66 | −3 |
| Hold Time & Consent | 57 | −5 |
| Clarity of Communication | 28 | −2 |
| Agent Identification | 26 | −5 |
| Consumer Concern Handling | 18 | −5 |
| Consumer Identity Verification (Harlow) | 16 |
|---|---|
| Mini-Miranda Disclosure | 3 |
| Creditor Identification | 2 |
| FDCPA Compliance | 2 |
Complaints 58 identified, 55 resolved. Complaints do not change a score.
Follow-up
14 of the 16 identity verification violations were on calls from debt-relief companies, where the consumer’s name was not confirmed before the balance was given. Reviewed with all collectors on October 24.
Reviewed by M. Alvarez, QA Manager
Client-layout reports: each client’s own QA report layout, filled from reviewed results. We will confirm which layouts are supported for your clients when we review your requirements.
Available today
- Calls
- Export History
Call package · 2 calls
Name files using: Kestrel - Calloway- calls/40028817_Audio_Central_20261016T101522.mp3
- calls/40028817_Audio_Central_20261016T101522.pdf
- calls/40031265_Audio_Central_20261016T134407.mp3
- calls/40031265_Audio_Central_20261016T134407.pdf
- manifest.xlsx
- README.txt
| File number | Client | Account ID | Compliance Status |
|---|---|---|---|
| 26-17951 | Kestrel Legal Network - Calloway (0244-06) | 40028817 | Scored (incomplete) |
| 26-18004 | Kestrel Legal Network - Calloway (0244-06) | 40031265 | Scored (incomplete) |
- Call packages with recordings named in each client’s format, scorecards, and a manifest of file number, client, and account
- Results by client and collector, and complaint exports
- Spreadsheets and briefs prepared by Ask Leucadia
Results you can rely on
Know what still needs review.
Client forms ask about account notes, result codes, and payment processing, which a recording cannot show. Leucadia marks those questions Unanswered with the reason, instead of guessing or giving credit.
Results show the assessed score and how much of the form was assessed, and only a fully assessed call can pass. When a reviewer checks the account system and answers an open question, the result updates.
Each Unanswered question carries its reason
- Requires information not available from the call
- Unable to determine from available information
- The client has not defined this criterion
- Depends on a program variant the client has not confirmed
Scoring methods
Built from the form your client sends.
Deductions
Start at 100 and deduct by severity or per occurrence, including a zero score for critical failures where the form requires it.
Weighted points
Points earned over points assessed, with N/A credited the way the client’s form credits it.
Ratio scores
Group and overall ratios for forms that score compliance and fundamentals separately.
The client’s pass mark
Each scorecard has its own pass mark, and each question keeps a reference to where it came from on the form.
How each call reaches its client’s scorecard
Your call report names the client
Leucadia reads the client code from the reports your firm already produces.
The code is matched to your client list
Matches are set up with you and can be corrected at any time, by your team or with Ask Leucadia.
The call is scored on that client’s scorecard
A call without a confirmed client scorecard is scored on the general compliance scorecard, and the reason is shown.
When a client changes its form
Update a scorecard without starting over.
Send us the new form, or attach it to Ask Leucadia. It explains what changed, drafts the affected questions, and tests them on your recent calls so you see what would change before anything does. Our team completes the update with you.
See your clients’ forms in Leucadia.
If you have a client form handy, bring it and we will show how Leucadia would score it. If not, we will use examples close to your work.