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Use case: disputes QC review in 30-seconds with automation

The Client

Top 20 US retail bank


  • Faced challenges in quality control checks in the dispute resolution function for the Bankcards line of business
  • Manual quality checks needed to be performed on 100% of transactions to ensure that customer disputes were accurately investigated and relevant provisional credits/ appropriate interest charges had been made as per the guidelines


  • Team of 18 dedicated FTEs were aligned to review 22,000 disputed cases per month leading to higher fixed cost
  • Calculations needed to be performed on each transaction by referring to multiple applications
  • The entire manual QC process was not only time consuming but also led to higher number of human errors
    that led to financial losses


  • The Copasys® solution
    • Retrieved relevant data fields from source systems and mapped the data fields for automated upload
    • Configured rules in the application as per different business scenarios to meet process testing objectives
    • Validated and deployed new automated QC solution for dispute resolution process into the bank’s production environment
    • Application provided automated results as ‘Pass’ or ‘Fail’ or ‘NA’ as along with the calculations
    • Immediate remediation actions further taken on failed transactions by audit agents

Value Delivered

  • Reduction of QC review time from 2 hours to 30 seconds The Copasys® algorithm was used to audit 20 transactions
  • Improved accuracy in audits
  • Reduced QC cost dramatically with automation 18 FTE reduced to 6 FTE
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