Lumen held 90+ QA scores from week one across a 12-person ramp

## The problem\nLumen needed to scale KYC support for a new product launch. Previous vendors averaged 60% QA pass at week one.\n\n## What Beepa did\nBuilt a custom interview rubric with Lumen, ran 4 days of role-play, and placed 12 agents in two cohorts. QA scripts and escalation paths were documented in week one.\n\n## What changed\nWeek-1 QA pass rate hit 91% — the team's first time above 90 at launch. Ramp-to-target was 11 days, half their previous record.