You will get a custom tiered escalation SOP built for your compliance needs
Project details
You'll get a custom, tiered escalation handling framework built specifically for your team's compliance environment — not a generic template.
I define your escalation tiers (typically Standard, Elevated, and Critical), map clear trigger criteria for each, assign response owners and response windows, and set documentation standards so agents stop guessing when to hand off a difficult case.
This comes from 15+ years leading CX and escalation teams in regulated financial services, plus direct fraud investigation experience at Barclays — meaning the framework is built with real compliance and fraud-adjacent risk in mind, not just customer satisfaction scores.
The Advanced tier also includes a live walkthrough session with your team to make sure the SOP actually gets used, not just filed away.
I define your escalation tiers (typically Standard, Elevated, and Critical), map clear trigger criteria for each, assign response owners and response windows, and set documentation standards so agents stop guessing when to hand off a difficult case.
This comes from 15+ years leading CX and escalation teams in regulated financial services, plus direct fraud investigation experience at Barclays — meaning the framework is built with real compliance and fraud-adjacent risk in mind, not just customer satisfaction scores.
The Advanced tier also includes a live walkthrough session with your team to make sure the SOP actually gets used, not just filed away.
Project Type
Customer Support, OtherWhat's included
| Service Tiers |
Starter
$400
|
Standard
$750
|
Advanced
$1,200
|
|---|---|---|---|
| Delivery Time | 3 days | 7 days | 10 days |
Number of Revisions | 1 | 2 | 3 |
Optional add-ons
You can add these on the next page.
Additional Revision
+$150Frequently asked questions
About Joaquin
CX Quality Auditor & Escalation Consultant | Fraud-Aware QA
Las Vegas, United States - 6:41 pm local time
Over 15+ years across Barclays, Capital One, and high-volume lending/collections support teams, I've built and run the quality programs that catch problems before they become churn, complaints, or regulatory exposure — not just review calls after the fact.
What I do:
- CX Quality Audits — I score your team's calls/chats against a weighted rubric (compliance, empathy, resolution accuracy, documentation) and deliver a findings report plus a 90-day coaching plan, not just a number.
- Escalation Handling SOPs — I build the tiered escalation framework (trigger criteria, response owners, response windows) most teams are missing, so agents stop guessing when to hand off.
- Fraud-Aware QA Design — direct fraud investigation experience at Barclays means I catch compliance and fraud-adjacent risk in your process that a generic CX consultant simply won't see.
If your team has a complaint spike, inconsistent quality scores, or no formal escalation process, I can have a findings report in your hands within a week.
Message me with your team size and current pain point — I'll tell you honestly whether this is a fit before you spend a dollar.
Steps for completing your project
After purchasing the project, send requirements so Joaquin can start the project.
Delivery time starts when Joaquin receives requirements from you.
Joaquin works on your project following the steps below.
Revisions may occur after the delivery date.
Share Current Process
You share your team size, channels, and any existing (even informal) escalation process.
Define Escalation Tiers
I define your tiers (typically Standard, Elevated, Critical) with clear trigger criteria for each.