What is Compliance Score?

A compliance score is a separate, dedicated measure of how well an interaction met regulatory and legal obligations — disclosures, identity verification, data handling and consent — independent of the overall QA quality score.

Keeping compliance separate matters because an agent can deliver an excellent customer experience while still breaching a regulation. A single combined score hides that risk; a dedicated compliance score surfaces it, often with stricter escalation (a breach can void the call entirely).

In regulated industries — collections, insurance, banking, healthcare — a defensible compliance score with an audit trail is essential for demonstrating control to regulators.