Solutions Spotlight: Ensuring Compliance with 100% QA

How do you maintain quality and compliance when your contact centre is growing faster than your QA team can keep up?

As contact centres grow, keeping quality consistent becomes increasingly difficult. Manual QA can only cover a fraction of interactions, typically 1–3%, leaving the majority of customer conversations unreviewed and compliance gaps undetected. For fast-scaling businesses, this creates real risk: the frontline may be giving incorrect information, customer experience may be declining, and QA teams are stretched too thin to do anything about it.

This Solution Spotlight will demonstrate how evaluagent’s AutoQA platform solves this by evaluating up to 100% of interactions automatically, giving quality teams the coverage, consistency, and insight they need to protect standards without growing headcount.

Capital on Tap’s Head of Customer Insights, Simon Ball will be sharing how the business tackled one of the most common challenges in financial services contact centres: maintaining quality and compliance while scaling at pace. With evaluagent, Capital on Tap moved from manually reviewing fewer than 1,000 interactions per month to over 6,000 – without adding QA resource. Simon will be part of the session to speak to the impact first-hand, giving attendees a genuine, unscripted view of what the transformation looked like in practice.

Please note that, unlike other CCMA events, by registering for this event you acknowledge and agree that your name, job title and email address will be shared with the named solutions provider that you sign up to see. This data will not be shared with any other organisation or third party.

About the Speaker

Kieran Holdcroft, Head of Operations, ManyPets

Kieran joined ManyPets, a leading UK based pet insurer, in 2024. He is passionate about creating a high performing environment that nurtures talent and allows people to grow and achieve their goals. Before joining ManyPets, Kieran built a diverse career across senior customer‑facing and operational roles within Operations, Banking, and Financial Services, working with organisations including Cushman & Wakefield and the Royal Bank of Scotland. His broad experience and commitment to continuous improvement underpin his focus on delivering exceptional customer and business outcomes.

Michelle Draper, Contact Centre Manager, Bright Horizons

Michelle is an experienced Contact Centre Manager with eight years at Bright Horizons, where she has led operational growth, cultural transformation, and sustained high performance. She heads a consistently top‑performing operation, excelling in KPIs, customer satisfaction, retention, and colleague engagement. She is especially proud of developing a strong leadership pipeline that has supported progression across the organisation. With senior leadership roles at Barclays and John Lewis, Michelle has contributed to major restructures and centralisation programmes. She brings a strategic focus to people development, operational excellence, and organisational growth.

Mel Lomax, Learning & Accreditation Manager, CCMA

Mel brings over 26 years of contact centre industry knowledge to support members in elevating their contact centre operations. Prior to joining the CCMA, Mel was Head of Learning & Development for Acorn Insurance, responsible for the L&D strategy across the group. Prior to this Mel was a Consultant, working with numerous contact centres across Financial Services, Telecommunications, Local Government, and Retail to deliver cultural and transformational change through the lens of Leadership and People Development.

Supported by

Where and when?

Date: Tue 9 Jun 2026

Time: 11:00 – 11:55

Location: Online

Who is it for?

This session is designed for those working in contact centre operations or IT functions responsible for identifying, sourcing, implementing or using technology in the contact centre.

As you would expect, we’re unable to accept registrations from those that work in organisations offering similar solutions. Open to all members and non-members.

Why should you go?

Struggling to maintain quality as you scale? In this Solution Spotlight with evaluagent, see how AutoQA evaluates up to 100% of interactions, improving consistency and reducing risk. Hear first-hand from Capital on Tap on scaling QA without growing headcount.

How much is it?

Free to attend.