Daily quality results are communicated and shared with the customer and all stakeholders via Dashboards. Customer Critical Performance Measures (CPMs) are parameters defined by the customers based on their measures of success. CPMs are identified upfront at the transition stage in conjunction with the customer and data available from the existing process or expectation set by the customer. There are also regular reviews of the process conducted by the process owner either daily, weekly or monthly based on requirements.

The agents also undergo thorough quality check processes. They are tested on the parameters of speed and accuracy of processing information, based on pre-determined CTQ (Critical to Quality) fields.

The performance monitoring report clearly highlights the areas of opportunity for the agents with recommendations to improve. The recurring errors/defects will be documented and eliminated immediately.

Calibration:
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Regular calibration will be carried out to ensure no deviation in parameters of quality. Documents processed by our agents will be rated by our Quality Assurance team. These documents will then be sent to the clients who will rate them separately. The findings will then be compared and the cycle continued till the ratings of the QA team and the client are equal.

Certification:
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New agents will have to perform at a specified floor level before starting production for certification. The floor level will be fixed on the basis of client requirements.

Feedback:
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The feedback mechanism is one of the most crucial parts of the quality process. The responsibility of imparting the right feedback to agents will be taken up in the presence of the agent, team leader and any one who is concerned directly with the floor performance. There is also a structured process to capture the client's inputs, queries and problems and facilitate feedback throughout the customer life cycle.

Training:
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The Quality Assurance team will work closely with the training department to provide effective coaching to the entry - level agents and develop areas of opportunity for the agents already on the floor. Training is an on going process and will continue throughout the life cycle of the project.

Reports:
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The Quality Assurance reporting plan comprises of daily, weekly and monthly accuracy and speed level reports. Reports on the agent's performance trends are also e-mailed to the client. Reports sent are customized according to the customer's specific needs.