Rethinking QA in Financial Services: From Scorecards to Outcomes
Bill Staikos
CX Leader and Strategic Advisor, Birdie
Speaker
Jefferson Mendes
Frontline Intelligence & Customer Success Director, Birdie
Thomas Mansur
Director of Product and Design, Birdie
Save your spot
Live Wednesday, Nov. 18 at 11:00 AM ET / 1:00 PM BRT. Everyone who registers gets the recording.
25 minutes + Q&A
Rethinking QA in Financial Services: From Scorecards to Outcomes
Bill Staikos
CX Leader and Strategic Advisor, Birdie
Speaker
Jefferson Mendes
Frontline Intelligence & Customer Success Director, Birdie
Thomas Mansur
Director of Product and Design, Birdie
About the webinar
Leaders say customer experience has improved, and the QA dashboard says green. But many customers disagree. Most QA programs were built for a different era, when the goal was to check scripts and compliance, much like an audit. Reviews were done by hand, so only a small share of conversations could be checked. Now AI can review every conversation, and AI agents are answering customers too.
That raises a harder question most programs rarely answer: when the score improves, does the customer feel it?
Bill Staikos has led customer experience at major financial institutions. Jefferson Mendes led collections and the digital account business at Nubank Brazil, headed customer experience at Nubank Mexico, and now leads Frontline Intelligence at Birdie, helping solve the problems he lived. They look at what it means to rethink QA for today's world, moving from an audit process to a source of intelligence for the entire business, and what it takes to get there. You'll learn how to:
See what manual QA costs, and why reviewing a small sample leaves most of the customer experience unseen
Understand why a calibrated scorecard isn't the same as a correct one, and how to test each criterion against customer outcomes
Compare the old way and the new way across five stages, from defining criteria to measuring whether improvement worked
Hold people, outsourced teams, and AI agents to one standard
The speakers
Bill Staikos
CX Leader and Strategic Advisor, Birdie
Bill is a strategic advisor to Birdie and a leading CX thinker and advisor, globally. He has led customer experience at major financial institutions, including BNY, Freddie Mac, JPMorgan Chase, and Credit Suisse. Today he advises executives on connecting customer signals to measurable business outcomes.
Jefferson Mendes
Frontline Intelligence & Customer Success Director, Birdie
Jefferson leads Frontline Intelligence and customer success at Birdie. Before Birdie, he led key business units at Nubank Brazil, including collections and the digital account business, then served as Head of Customer Experience at Nubank Mexico, supporting a team of more than 1,000 people. Over the past eight years, he has led customer experience initiatives that balance customer satisfaction with operational efficiency.
Manual QA costs an estimated $1 million to $1.5 million a year for a 250-agent contact center. Source: The Hidden Cost of Untested QA in Financial Services.
Save your spot
Live Wednesday, Nov. 18 at 11:00 AM ET / 1:00 PM BRT. Everyone who registers gets the recording.
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