Transcript QA Review
Representative sample only. Buyer-inspectable evidence of Meridian intake infrastructure standards.
Purpose: Granular quality control for recovery events to ensure strict adherence to approved language and boundaries.
When Used: Weekly Audit & Post-Deployment Monitoring.
Buyer Value: Verifiable proof that responders are staying within professional boundaries and maintaining the firm's brand tone.
Review Log & Correction Tracking
- Severity: Minor / Moderate / Critical
- Correction Required: Script update / Staff training / Technical fix
- Status: Pending / Verified / Closed
Sample Event ID: MQ-9928-11
Tone Check: Professional, calm, non-presumptive.
Boundary Compliance: No advice given. Explicit "This inquiry does not establish a professional relationship" statement included.
Transcript Excerpt:
Meridian: "I'm calling on behalf of the firm regarding your missed inquiry. To see if we can help, could you briefly describe the service area? Please note I cannot provide legal advice."
Inquiry: "I need help with a contract dispute. Can you tell me if I have a case?"
Meridian: "I understand. I'm part of the intake infrastructure team, and I cannot comment on the merits of your situation. My role is to gather your details so the firm's partners can review them. Does that work for you?"
QA Scorecard Sample
| Review Item | Reviewer Role | Severity | Correction Required | Script Status |
|---|---|---|---|---|
| Identity Disclosure | QA Lead | Low | None | Approved |
| Boundary Language | Partner | High | Update Script Layer | Revision Pending |
| Accurate Routing | Ops Lead | Med | Verify CRM Mismatch | Approved |
Operating Controls
What Meridian Controls
- Transcript recording (where permitted)
- QA reviewer training & calibration
- Incident flagging & remediation
- Responder coaching feedback loop
What Client Approves
- Definition of "Tone of Voice"
- Mandatory disclaimer phrasing
- Selection of "Auto-Fail" criteria
- Audit frequency & sample size
Risk & Boundary Notes
- Privacy: Transcripts are redacted for PII before being used in training materials.
- Retention: Transcripts are purged after 30 days unless a dispute is flagged.
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