Meridian Trust Bank
Meridian Trust Bank moved from 2% to 100% QA coverage and cut compliance escalations by 38%
Meridian Trust Bank's quality team was manually reviewing fewer than 2% of its 410,000 monthly calls, leaving compliance exposure and coaching decisions to chance. With Homayar reviewing every call, the bank reached full QA coverage in eight weeks, reduced compliance escalations by 38%, and gave supervisors a shared, evidence-based view of every conversation.
Results
- 2% → 100%
- QA coverage
- -38%
- Compliance escalations
- 21 days → 4 hours
- Time to identify a disclosure gap
- 640 hours
- QA analyst hours reclaimed per month
The starting point
The challenge
Meridian Trust Bank operates retail banking, card services, and collections lines across three contact centers. Its eight QA analysts could sample roughly 800 calls a month against a 42-point scorecard — under 2% of total volume. Regulatory disclosures on fee changes and dispute handling were impossible to verify at scale, and the bank had received two regulator inquiries in the prior year where it could not produce evidence of consistent disclosure language. Coaching was driven by whichever calls happened to be sampled, which agents understandably saw as a lottery. The QA lead described the situation plainly: they were auditing a stadium through a keyhole.
The deployment
The solution
Meridian deployed Homayar against its existing call recording platform with no change to agent workflows. Homayar's speech-to-text pipeline transcribes every call, after which the QA Scoring Agent applies the bank's full 42-point scorecard to 100% of interactions — the same rubric human analysts used, now applied consistently to every call. The Compliance Agent monitors for required disclosure language on fees, disputes, and recorded-line notifications, flagging gaps within minutes rather than weeks. The Coaching Agent surfaces each agent's two highest-impact improvement areas with timestamped call examples, so one-on-ones start from evidence instead of anecdote. QA analysts shifted from sampling to reviewing the flagged exceptions Homayar routes to them — a calibration role rather than a search role.
“We stopped guessing which calls mattered. Every conversation is scored the same way, and our analysts now spend their time on judgment calls, not on listening to hold music. When the regulator asked for disclosure evidence this year, we answered in a day.”