Notes

QUALITY

A standard operating procedure (SOP) is a set of step-by-step instructions compiled by an organization to help workers carry out complex routine operations. SOPs aim to achieve efficiency, quality output and uniformity of performance, while reducing miscommunication and failure to comply with industry regulations.

template, profiling,grammar,willing, ownership, empathy

PC Monitoring form/ Audit Sheet consist of 3 sections:

1. Understanding

a. Understood the ISSUE and PROFILING. :15 Marks.
b. EMPATHIZE and APOLOGIZE. :15 Marks.

2. Communication :

a. Proper usage of TEMPLATE and to the point information. :15 Marks.
b. Usage of correct GRAMMATICAL sentences and editing of template. :15 Marks.

3. Resolution:

a. Whether the agent has shown the WILLINGNESS and shared alternatives in resolving the issue. :12 Marks.
b. Whether the consultant took the OWNERSHIP in replying and resolving the customer's concern. :12 Marks.
c. COMPLETE and CORRECT information shared or not. :08 Marks.
d. Whether the agent took the RIGHT ACTION( update the existing case, assignment, return creation update the tracker). :08 Marks.

What is quality:
Quality is a act of making an organization error Free and defect free so that it can work effectively for its stake holders.

Why Quality is important:

Cx made a contact contact centre for query complaint and Requests. Agents at contact centre interact with cx and provide resolution to them. This brings the requirement of quality auditor so that the auditor can monitor phone calls and emails to measure performance of each and every agent whether they are following all the company policies. Whether agents are providing complete and transparent information and achieveing their PCD RR CSAT targets without following any unethical activity. If there is a scope of improvement in the process then QA should highlight it to higher authorities.



Job Profile :

Has a sound understanding of work flow, client policy and procedures to guide others

Makes suggestions to improve call quality Drive Results

Maintaining SLA target on a monthly basis to achieve desired KPI target

Audit the number of calls/orders as defined in the Quality plan

Provide the concerned CROs with feedback on the audited call/orders

To manage the day to-day activity with a team of Associates to meet the desired quality performance

Ensure all Company policies and procedures are implemented consistently and fairly

Calibrate with team members to ensure variance is at the desired level of acceptance

Analyzing team performance; identifying plans for improvements; and maintaining a track of the same

Regular Client interactions

Acts as a point of contact for all quality related issue

Transaction monitoring, coaching and feedback

Responsibility for delivery of the defined customer experience in every transaction

Work very closely with Ops and team members to solve customer problems

Work with Supervisor in effective planning

Ability to multi-task and conduct business training (pre-process & process), handle quality targets

Assumes responsibility for work activities and coordinating efforts

Managing an average team size of ~ 50 members

Approachable and supportive

Regularly organizing huddles to update the product & process changes

Courteous and professional behavior towards supervisor, peers & subordinates




---------------------------------------PC Form------------
Weightage
Communication:

Consultant used appropriate communication guidelines - Precise & to the point
15%
Consultant used grammatically correct sentences/edited & formatted it correctly
15%
Understanding:

Consultant did the customer profiling & understood the issue before replying to the customer
15%
Consultant was Empathetic / Apologetic when necessary
15%
Resolution:

Consultant displayed willingness by using assurance/helpful statements/Providing alternatives)
12%
Consultant took the ownership of the case & did all the essentials to resolve customers issue
12%
Consultant shared correct & complete information with the customer maintaining transparency
8%
Consultant took right actions in the system ( Assigning cases/ return action/Tagging/updating the tracker/notes)
8%


7 QUALITY TOOLS:

Stratification (Divide and Conquer) - Stratification is a method of dividing data into sub–categories andclass or levels that helps to understand an existing problem.

Histogram - is the graphical representation of data.

Check Sheet (Tally Sheet)

Cause-and-effect diagram (“fishbone” or Ishikawa diagram)

Pareto chart (80/20 Rule) - Pareto chart revolves around the concept of 80-20 rule which underlines that in any process, 80% of problem or failure is just caused by 20% of few major factors

Scatter diagram - Very purpose of scatter Diagram is to establish a relationship between problem (overall effect) and causes that are affecting

Control chart - The very purpose of control chart is to determine if the process is stable or not.