AI Call Center Compliance and Data Security Review (QA)

AI Call Center Compliance and Data Security Review (QA)

1. 01

   Map the data flow for every channel the platform handles

   Document where voice, SMS, chat, and email data enters, is processed, and is stored. Confirm whether the platform processes data on-device, in the vendor's cloud, or through third-party subprocessors.

2. 02

   Verify the vendor's compliance certifications and data processing agreements

   Request current SOC 2 Type II reports, ISO 27001 certificates, and HIPAA or PCI DSS attestations if the client operates in regulated industries. Review the Data Processing Agreement for subprocessor lists and data residency commitments.

3. 03

   Audit call recording and transcription consent mechanisms

   Check that the platform enforces two-party consent where required and provides clear disclosure prompts. Confirm that recordings and transcripts are stored with encryption and access controls aligned to client policy.

4. 04

   Test AI agent behavior against prohibited content and escalation rules

   Run adversarial prompts to ensure the AI does not disclose sensitive information, make unauthorized promises, or fail to escalate to a human when the customer requests one. Document any failures and require fixes before go-live.

5. 05

   Review the AI training data and customization approach for bias and accuracy

   Ask the vendor how the base model is trained and whether client-specific data is used for fine-tuning. Evaluate whether the training data includes diverse dialects and accents to avoid biased or inaccurate responses.

6. 06

   Confirm the platform's logging and audit trail capabilities

   Ensure that every AI decision, transfer, and data access is logged with timestamps and user identifiers. Verify that logs are immutable and retained for the period required by the client's compliance obligations.

7. 07

   Validate the incident response and breach notification process

   Review the vendor's incident response plan and contractual notification timelines. Confirm that the agency will be notified within the regulatory window if client data is compromised.