1.
Quality Assurance
Overview

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

9.
Top CC-PC areas of concerns

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)