Global Insurance Leader Increases QA Scores 170% with Scorebuddy

Global Insurance Leader Boosts Quality Scores 170% With Scorebuddy

This global leader in insurance claims management and risk solutions employs 25,000+ people in 80 countries. They manage workers' compensation claims for employers, helping injured employees recover and return to work safely.

Given the scale and complexity of this work, quality & training are critical to ensuring consistent customer experiences and maintaining regulatory compliance.

Jennifer, manager of Quality Assurance and Training, is responsible for auditing service quality, designing & delivering training, and coaching colleagues.

In this role, she could see the need for a contact center quality assurance solution that would enable visibility into agent performance at scale and ensure alignment across teams.

In feature terms, Jennifer was looking for a flexible scorecard builder, built-in calibration workflows, and integrated business intelligence. To achieve this, she turned to Scorebuddy for QA evaluations, reporting, and more—and the results are clear:

-170% increase in quality scores; from 34% to 93%

-40,000 audits completed so far this year

“Scorebuddy has helped improve visibility into quality performance across teams by providing consistent scoring and reporting tools.” - Jennifer, Manager of Quality Assurance and Training

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From Challenge to Results:

01 Challenge

A lack of visibility into service quality and trends across teams & regions
Inconsistent evaluations limiting the impact of coaching and training

Jennifer knew that this global insurance leader needed a clear, shared view of service quality across the organization.

Leaders wanted a way to identify common weaknesses, keep evaluations on schedule, and track performance trends over time. Of course, without a way to standardize scoring and build accessible reports, it was difficult to achieve these aims or deliver coaching that stuck.

By doing all this, they would be able to reduce friction in the evaluation process—on both the management side and the agent side. What they needed to achieve these aims was a platform that could support consistent QA at scale, contributing to better performance and morale.

02 Solution

Implement standardized scorecards, calibration, and comment-based feedback across the company
Create accessible daily dashboards with Scorebuddy’s reporting and analytics features

This global insurance leader now uses Scorebuddy to audit transactional files and phone conversations via its integration with Genesys. To do this, Jennifer and the team built more than 30 custom scorecards using Scorebuddy’s flexible scorecard builder.

This has allowed them to evaluate with nuance for individual interactions—and ensure consistency across global departments. Using this new approach, they’ve completed over 40,000 audits so far this year.

And, to further guarantee alignment across different evaluators and transparent QA scoring, the team is using Scorebuddy’s built-in calibration features.

On a daily basis, dashboards in Scorebuddy allow leaders to track audit volume and overall QA scores by group, so they can quickly identify pressing CX issues. With comments and follow-up coaching embedded in QA workflows, managers can set clear expectations and deliver targeted feedback.

To build on this reporting function, the organization is in the process of implementing Scorebuddy’s business intelligence (BI) solution. This will allow Jennifer and her colleagues to easily build interactive, custom reports for different stakeholders, so they can spot trends and prioritize training in their teams.

03 Result

Quality scores have jumped from 34% to 93% since adding Scorebuddy, an increase of 170%
Greater visibility into service quality, audit completion, and common CX issues—with 40,000 audits completed this year

Thanks to Scorebuddy, the company has been able to centralize the QA evaluation process and get full visibility into agent performance. This has enabled the completion of over 40,000 audits so far this year, with quality scores jumping from 34% all the way up to 93%.

“Scorebuddy has helped improve visibility into quality performance across teams by providing consistent scoring and reporting tools. It allows us to track QA percentages, audit completion rates, and identify common defects, which supports more focused training and process improvements. These insights have helped us align better across groups and enhance overall service quality.” - Jennifer, Manager of Quality Assurance and Training

Managers can now monitor QA percentages and audit completion rates in one place, making it much easier to follow up and deliver data-backed coaching sessions.

When it comes to agent learning & development, the ability to quickly identify common CX issues in daily reports has made it much easier to focus on high-impact areas and deliver training while it’s still fresh and relevant.

And with comment-rich feedback loops in place, agents are encouraged to apply their learnings to specific conversation types, leading to greater knowledge retention and meaningful performance improvements.

The standardization of scorecards, with support from the calibration modules, has greatly improved QA fairness and helped teams align on what “good” looks like for this organization. This ensures service quality and consistency across teams in both the U.S. and the Philippines

What They Say About Us

Scorebuddy is a user-friendly platform that helps our team deliver consistent quality evaluations, provide meaningful feedback, and track performance in a way that supports both growth and alignment.

Jennifer Manager of Quality Assurance and Training