2. Overview of Quality Assurance
Activities
-Aiming to improve total quality over the
entire lifecycle of the processing season-
Our Quality Assurance Pilot Program looked at “Operations” processes to
determine their effectiveness in producing the desired results, and that these
results are truly the results desired by the department(management).
The goal of the QA team was to assist in developing and implementing quality
assurance activities aimed at boosting the quality of application processing
functions.
C/T QA & Improvement program team conducted training, evaluations, coaching
& testing on established processes, procedures and the effectiveness, efficiency
of trained employees for Contact center and Processing center.
3. Overview of Quality Assurance
The C/T QA Team developed a set of supportive activities
needed to provide adequate confidence in the class room
and on the floor so that the established processes are
continuously improved
The C/T QA team assisted in developing activities to
objectively and systematically monitor, analyze, report,
verify, track, score, coach and evaluate daily work IAW pre-established
standards
Activities
“By continuing these activities, we strive to boost the
department’s overall quality assurance level”
4. Department’s-wide
“Quality Management Actions”
To conform to the basic policies on quality assurance and achieve our goal…
The C/T QA team conducted Quality Management Actions
that focus on maintaining and bolstering the level of our
Quality Assurance activities in an integrated manner. This
activity is the base of our Quality Assurance Actions.
The Quality Assurance Team constantly works to enhance
the existing tools by incorporating and testing new analysis
methods for assisting management in future personnel
manning and budgeting.
5. 1. Quality Strategy/Plan: policies/functions/quality goals
2. Quality Assurance Organization: OIC/review
meetings/promotes QA
3. Quality Assurance Education: Educates employees;
QA & problem solving skills/coaching
4. Quality System Standardization: Disseminates
policies/rules/standards
5. Quality Settlement: Work established/Continuous
improvement/ Goal achievement
6. Quality System Audit: Activities/ improve QA/Spot
checks
Department’s-wide
“Quality Management Actions”
There are six functions in our Quality Management Actions.
6. QA Reports(Housed)
Drive: Compliance(L)
• QA PC_CC RC Master folder-
Master RC spreadsheet &
Individual Master RC
• Rafael QA Folder- Weekly QA
Report Cards, PC individual
Productivity report, QA PPT,
various misc. spreadsheets
• Weekly Review CT- saved daily
PC daily review & App List for
scoring
• PC monthly error report 2014-
15- Monthly PC error report
for trending and analysis
QA folder
• PC Score Accuracy Metric
Final- Scoring metric for PC
apps
• QA Management report
2014-2015- (Tabs)CC-PC
weekly score accumulative,
CC measurement trending,
CC QA criteria, PC error
trend, PC OH project & PC
Scoring Metric
7. Current volume of work
• Monitor on a daily basis 24 contact center agents;
conducting between 1-3 call reviews per week (24 + calls),
which generates 24 report cards, averaging 10-15 minutes
per call(approx. 6 hours)
• Monitor on a daily basis 20 processors; conducting between
40 + app reviews, which can take 5-15 per apps(approx. 10
hrs)
• Review of 5 productivity reports (CC-PC management)
Generate and maintain 58 report cards, 3 QA
spreadsheets for reporting, monitoring and tracking(trends)
8. What’s being reported?
• Applications reviewed by QA
• Goal attainment/Accuracy/
Randomly
• (current CC- approx. average-
98.17, PC-approx. average-
98.56)
• Processing errors for
trending/Improvement/Coachi
ng
• Who is doing the coaching/
Time frame
• YTD productivity-PC
• Quality Improvement
plan/follow-up action
• QA Recommendations
• Observations
• Top 3 areas of concern for
coaching/improvement/trai
ning
10. Where we want to be next year?
• Increase QA Team staffing( 1 person)
• Implementing an Internal QA monitoring
• Implement a Calibration program
• Training the staff on QA improvements standards and
processes(PDCA)
• Standard Reporting system
• Implementation of a formal Processing/Contact Center
Quality Assurance Program(QAP)
• Implementing a Training QA program(new hires, testing,
identifying gaps, needs, Department manning)
Editor's Notes
Slide #1-16 The Quality Assurance Program can assist to …
Standardize- and Establish measures & objectives for improvement actions
Monitor-the implemented process/monitor changes
Analyze- Check/study/Evaluate/Analyze process/data
Report- Data Analysis/process improvement
Verify- data/and new strategic goals
Track- corrective actions/new plan/goals
Audit-Conduct internal/external audits
Train- team involvement/ Identify opportunities and train or coach as needed to meet goals
Slide #4-16- Definition of Quality- The systematic and planned event or activity implemented in a within a certain system so that excellence for a service or product is fulfilled.
Definition of Assurance- Bringing about and installing confidence; being certain or the act of being sure.
A good QA requires good communication and social skills, while independently acting and focusing on the company it is evaluating. They embrace the company with a non-heartless approach, and implement semantics, not just the “bottom line”.
Quality assurance means, in a nutshell, to analyze quality, seek improvement productivity and service quality and decrease overhead costs.
Things can never be “ good enough” Sometimes a call for action is needed. We may think that our business practices, management and employees are as close to perfection as possible; but it is possible that there is room for improvement.
Slide #6-21-READ
We will work with the CC/PC center staff to Establish and or Revise policies, procedures, and systematic actions, by which you develop, maintain, support, and test your processes and services in a consistent manner.
We will help you by Developing a set of supportive activities (including coaching, training, audits, and analysis) needed to provide adequate confidence that the processes are established and continuously improved, in order to produce quality work that meet department standards and are effective in enhancing the process, accuracy, effectiveness & productivity of the customer service agent, and processor specialist.
We will assist CC/PC center in developing ongoing processes to objectively and systematically monitor, audit, and evaluate services in accordance with pre-established standards.
Slide #14-21-A collection of problem solving tools useful in achieving
process stability and improving capability through the
reduction of variability. CQI includes using control charts to
analyze a process to identify appropriate actions that can
be taken to achieve and maintain a state of statistical
control and to improve the capability of the process.
The Basic Seven (B7) Tools of Quality: We use Flow Charts, Cause-Effect/Control Diagrams, Histograms- (Bar charts, Line charts) are used to show the different frequencies in a process. It is useful for identifying trends and relationships that can lead to quality improvements. All of these tools together can provide great process tracking and analysis that can be very helpful for quality improvements. These tools make improvements easier to see, implement and track. Example to follow; next slide→
