Quality Control Review

What gets checked in a sampled session

We review completed video KYC sessions against your agreed workflow, with attention to how the session opens, how consent is recorded, how the ID document is captured, and how the face comparison is handled. The review also looks at liveness prompts, image clarity, audit notes and the way exceptions are escalated when a customer cannot complete the process in one pass.

This service suits businesses that open accounts remotely, manage higher volumes, or use a mix of internal staff and outsourced verification agents. It is useful where the same step must look and sound consistent across Johannesburg, Pretoria, Cape Town, Durban and Gqeberha, even when teams are split between branches and home offices.

• Session opening and consent wording
• ID document framing, glare and legibility
• Face match sequence and liveness prompts
• Escalation notes for incomplete or unclear sessions
• Record keeping checks for audit files and internal QA

Review sizes and sampling formats

Quality Control Review can be set up as a light touch check on a small sample or a fuller monitoring plan across more of the daily queue. Some clients want random sampling, others want targeted review for new agents, tricky document types or sessions that were escalated during the day. We can also split the sample by branch, queue type, or agent group so the review tells you where the process is drifting.

Sampling is usually set around the realities of your onboarding volume, the age of the agent, and the risk profile of the customer flow. A short pilot sample works well when a workflow is still being shaped, while a wider review layer suits mature teams that need steadier control across several product lines.

• Random sample review for general oversight
• Targeted review for new starters or refresh training
• Escalation review for complex or incomplete sessions
• Branch-based review for multi-site operations
• Incident review for repeated error patterns

Where the service fits in a real onboarding flow

This service sits after the video session has been completed and before issues become a pattern. It is useful for banks, lenders, insurers, telecoms teams and other businesses that rely on remote customer onboarding with FICA style customer due diligence in the background. The review can support internal controls, team coaching and cleaner handover notes for compliance or operations teams.

It also suits businesses that have added video verification to existing channels and need a steadier eye on how the process is running. If one team member is leaving out a prompt, or if document capture is getting rushed under pressure, the review shows it early enough to adjust the script, retrain the agent or change the escalation step.

Rosebank works well as a base for co-ordination with clients across South Africa, including Midrand, Sandton and wider Gauteng, with remote support for teams operating in other provinces. The work is all about recorded evidence, practical checking and clear notes rather than guesswork.

Setup, handover and integration notes

Quality Control Review needs access to completed session records, the agreed script, your sample rules and any internal scorecard you already use. If your video verification platform carries timestamps, screenshots, comments or outcome tags, those details make the review more useful. We can align the review process with your existing workflow mapping, API coordination and staff training so the same issues are not chased twice.

For clients that want this tied into their operations, the handover usually includes who selects the sample, where the review notes live, how corrections are passed back and which sessions need a second look. Where required, we can also shape an escalation design that separates document quality issues from process issues and from customer conduct issues.

• Access to recorded sessions or session exports
• Agreed sampling method and scoring sheet
• Named reviewer or review team contact
• Escalation path for repeat issues
• Link to training updates or script changes

How the review is kept useful over time

The service is not only about spotting mistakes. It is also about keeping the checks readable, fair and practical for busy teams. That means the scorecard should stay short enough to use, the comments should be specific, and the same fault should be named the same way each time. A clean review trail is easier to use during refresh training, quality monitoring and operational reporting.

Care is straightforward. Keep the agreed sample criteria current, update the review sheet when your workflow changes, and store records in line with your internal retention rules and POPIA controls. If you change the customer journey, the ID document list, or the wording used in consent, the review sheet should move with it rather than sit half updated for months.

• Refresh the scorecard after workflow changes
• Keep reviewer notes short and specific
• Store review records with clear version control
• Link recurring faults to refresher training
• Track exceptions separately from normal sessions

Details to confirm before placing the order

Before the work starts, confirm the session type, the expected monthly volume, the kind of document checks you run and whether you want the review to cover face match quality, consent wording, or the full session from start to finish. It also helps to note whether the same review must cover new agent onboarding, escalated sessions, or a steadier ongoing sample for the whole team.

If you want the review tied into your operations, tell us where the notes should go, who receives exception items, and whether you want a summary for management or a practical coaching note for frontline leads. The more precise the brief, the easier it is to keep the review aligned with your own customer journey instead of drifting into generic notes.

• Session type and expected monthly volume
• Sampling rule and review depth
• Scorecard fields and escalation routes
• Report format and internal contacts
• Any branch split across clients in Johannesburg, Pretoria, Cape Town, Durban or Gqeberha