QA Services

Our Solutions Approach for Improved Performance
QA Services Overview
 

Quality is an essential part of every organization, as it helps in providing checkpoints on all lines of service and ensuring continuous service improvement is well maintained. Consistent quality takes hard work, attention to detail and systems for monitoring and assessing whether our services meet the set standards. Quality is critical for satisfying our clients and end-customers in retaining their loyalty and confidence. Quality services makes an important contribution to long-term revenue and profitability.

Appeals Process

Evaluation Guidelines

Evaluations Process

QA Reporting

Identify Key Focus Areas
 

for QA & Compliance Audit

Compliance Check
  • SLA Adherence Audit
  • Focus Areas* Audit
  • Yes/No Scoring
Voice of Customer
  • Active Listening
  • Clarity of Communication
  • Call Management
  • Set Expectations
Voice of Business
  • Policy Adherence
  • Right ticket documentation
  • Customer Verification

impact

Client expectations and real time focus areas require some tweaking on the evaluation criteria
QA & Compliance guidelines and scoring pattern are built into ImpAct tool

Some of the Quality & Compliance
 

QA score is key to individual and team’s performance & growth
ImpAct tool is used to conduct QA and compliance audit for the employees

Associated With
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