How Oportun moved from sample-based QA to 100% interaction monitoring with Cresta
How Oportun moved from sample-based QA to 100% interaction monitoring with Cresta
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About Oportun
Oportun is a financial services company built on a mission: to make affordable financial services accessible to people who need them most. Headquartered in California and serving millions of members across the United States, Oportun offers personal loans, credit cards, and savings tools designed for people who are often overlooked by traditional banks.
Behind that mission is a customer experience operation that touches the most important moments in a member's journey, from the first sales conversation to ongoing servicing. As Oportun has grown, the team has continued to invest in technology that helps agents deliver consistent, high-quality experiences at scale, while giving leadership the visibility they need to keep improving.
Featured in this story:
- Ryan Helwig, Chief Operating Officer, Oportun
- Ritika Mathur, Sr. Director, Strategy and Oversight, Oportun
- Ileana Quintero, Operations Director, Oportun
- Suyog Singh, VP, Product and Strategy, Oportun
The challenge: A sample-based view of a fast-moving business
When Ryan Helwig joined Oportun, the team was approaching quality assurance the way most contact centers do: manually sampling a small percentage of calls, scoring them against a checklist, and using the results to coach agents weeks after the conversations actually happened.
"We looked at quality assurance in a very sample-based methodology," Ryan said. "So purely focused on, are we complying with our needs or not?"
That approach had two real problems. The first was scope. Sampling means most calls go unseen, leaving blind spots in both performance and risk. The second was speed; by the time a manager pulled a call, scored it, and got feedback to the agent, the moment to actually change behavior had passed.
For agents on the front line, the experience felt scattered. "Within the sales environment, there are so many things agents need to remember on a call," said Ileana Quintero. "All those elements can be sometimes hard to remember, sometimes hard to keep present in every single conversation."
The result was variability. Every sales interaction differed slightly depending on who was handling it. Oportun's leadership saw an opportunity to step back and reimagine what quality and coaching could look like.
The solution
Oportun partnered with Cresta to rebuild quality management and coaching from the ground up, with three connected capabilities working in tandem:
- AI-powered quality management across 100% of conversations, replacing manual sampling with a complete, data-driven view of every interaction.
- Real-time agent guidance through hints and call flows surfaced in the moment, so agents have an "on-the-spot coach" walking them through every conversation.
- Behavioral coaching that helps supervisors focus on the specific actions that drive outcomes, instead of debating scores from a small sample.
"We believe that Cresta is very invested in our success, wants to understand our business, and really make sure that they are tailoring the models to what works best," Ryan said.
That partnership shaped the rollout. "It was a journey," Ritika Mathur said, "but we were not alone in that journey. Cresta was with us every step of the way."
Why Cresta
For Oportun, the difference came down to two things: the technology, and the willingness of the team behind it to co-design something tailored to Oportun's business. Cresta wasn't a vendor selling a product, but a partner building a foundation Oportun could grow into, starting with sales and extending into other parts of the business over time.
What's next: Extending the AI foundation into Collections
The transformation in sales is the first chapter of a longer strategic journey. Oportun is now extending the same AI foundation into collections, applying Agent Assist, Insights, and Cresta Coach to support millions of collections conversations every year. The goal is the same one that's driven the work in sales from day one: better outcomes for members, and better performance for the business.
For Oportun, Cresta isn't just a vendor. It's a learning partner that's helped reshape how the team operates.
"To me, it changes the game," Ryan said. "It makes my team members feel like I can win in those moments of truth."
Results
Cresta Quality Management
Del muestreo al monitoreo del 100% de las interacciones. Oportun reemplazó su proceso de QA manual basado en muestras por un monitoreo con IA de cobertura total. Ahora cada conversación contribuye al coaching y a la visibilidad de riesgos, no solo el pequeño subconjunto que antes llegaba a revisión.
“Pasar del muestreo al monitoreo del 100% de las interacciones fue un gran cambio. Ya no es anecdótico. Está más orientado a los datos, más respaldado por datos.”
Cresta Insights
Visibilidad en tiempo real de los comportamientos que impulsan el desempeño. Con el 100% de las conversaciones fluyendo ahora a través de Cresta, la pregunta para el liderazgo de Oportun pasó de “¿qué sabemos?” a “¿en qué nos enfocamos?” Cresta Insights ofrece a los supervisores la señal sobre la que actuar, revelando en tiempo real las oportunidades de coaching de mayor impacto en todo el equipo.
“Nuestros coaches, nuestros supervisores, lo están viendo en tiempo real. No tiene un retraso de dos a tres semanas. Esos datos nos permiten priorizar el área de mayor impacto y concentrarnos en ella.”
Cresta Agent Assist
Un coach en el momento para cada agente, en cada llamada. Las conversaciones de ventas en Oportun implican docenas de pasos, divulgaciones y detalles de producto, todos los cuales los agentes históricamente tenían que recordar de memoria. Cresta Agent Assist libera al equipo de esa carga mental al mostrar la acción correcta en el momento correcto, permitiendo que los agentes se centren en el miembro en lugar de en la lista de verificación.
“A través de Cresta, dábamos a los agentes sugerencias en vivo para que pudieran seguir ese flujo de llamada. Es casi como si tuviéramos un coach en el momento que observaba cómo se desempeñaban los agentes y les decía en tiempo real qué hacer a continuación.”
Cresta Coach
Coaching centrado en los comportamientos que impulsan el desempeño. Con los comportamientos visibles en el 100% de las llamadas, los supervisores pasaron de debatir puntuaciones a desarrollar a los agentes. Las conversaciones de coaching ahora se centran en lo que un agente hizo bien y cómo repetirlo, en lugar de señalar fallos a partir de una muestra minúscula.
“Pudimos alejarnos realmente de la mentalidad del ‘gotcha’ hacia una de: ‘Oye, hiciste esto realmente muy bien, y la próxima vez que tengas esta oportunidad, así es como puedes aprovecharla.’ Ese fue un momento de verdad para nosotros.”
Impacto material en el negocio
Mayor separación en el desempeño, ganancias reales en pérdidas y ganancias. A medida que el coaching se orientó hacia los comportamientos que realmente impulsan los resultados, la brecha entre los mejores empleados y el resto del equipo comenzó a cerrarse, y el negocio vio la diferencia en los resultados finales.
“Comenzamos a ver una separación en nuestras tasas de pull-through, y esas separaciones realmente generan algunas ganancias beneficiosas de P&L para el negocio. Y si logro que el segundo y el tercer cuartil se desempeñen más como el primer cuartil, los dólares son materiales para el negocio.”