You will get a scored CX quality audit with a 90-day coaching plan
Project details
You'll get a scored CX quality audit that shows exactly where your team's calls, chats, or emails are losing customers — and a clear, prioritized plan to fix it.
I bring a combination most CX consultants don't have: 15+ years leading support and quality teams across regulated financial services, plus direct fraud investigation experience at Barclays. That means I catch compliance and fraud-adjacent risk in your process that a generic QA reviewer would miss entirely.
You'll receive a weighted scorecard (compliance, empathy, resolution accuracy, documentation), a findings report identifying your biggest gaps, and a 90-day coaching plan with specific, prioritized fixes — not just a number with no path forward.
If you choose the Advanced tier, you'll also get a custom tiered escalation SOP built specifically for your compliance environment, so agents stop guessing when to hand off a difficult case.
I bring a combination most CX consultants don't have: 15+ years leading support and quality teams across regulated financial services, plus direct fraud investigation experience at Barclays. That means I catch compliance and fraud-adjacent risk in your process that a generic QA reviewer would miss entirely.
You'll receive a weighted scorecard (compliance, empathy, resolution accuracy, documentation), a findings report identifying your biggest gaps, and a 90-day coaching plan with specific, prioritized fixes — not just a number with no path forward.
If you choose the Advanced tier, you'll also get a custom tiered escalation SOP built specifically for your compliance environment, so agents stop guessing when to hand off a difficult case.
Project Type
Customer Support, OtherWhat's included
| Service Tiers |
Starter
$750
|
Standard
$1,500
|
Advanced
$2,000
|
|---|---|---|---|
| Delivery Time | 4 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 - 4:16 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 Access to Interactions
You share access to call/chat recordings, transcripts, or CRM exports covering the sample size for your tier.
Score Against Quality Rubric
I score the sample against a weighted quality rubric covering compliance, empathy, resolution accuracy, and documentation.