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Qa overview


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Qa overview

  1. 1. Quality Assurance Overview
  2. 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. 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. 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. 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. 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. 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. 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. 9. Top CC-PC areas of concerns
  10. 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)

Notes de l'éditeur

  • 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→