Quality Assurance - One Point One

Quality Assurance Approach

Design Quality Forms

Identify Critical Parameters:
- Customer
- Business & Compliance
Realign Weightage Basis Criticality
Identify Key Drivers Impacting CX

Sampling & Assignment

Statistical Sample Validation:
- Confidence Level
- Margin Of Error Stratification Of Samples
Unbiased Random Selection Criteria
Worklist:
- Assignment Of Contacts To QA

Monitoring & Feedback

Monitor Recorded Contacts
Live Barge In Evaluation
Provide Timely Feedback

Calibration

Perform Calibration On Quarterly Basis:
- Gauge R&R
Assess Calibration Results
Identify Opportunities To Reduce Variation
Share Results With Process Owner

Causal Analysis

Run Pareto To Identify Top Defects
Perform Root Case Analysis
Provide Inputs:
- Refresher & Training Need Analysis
Continuous Improvement Plan

Reporting

Stratified Reporting
Comprehensive Dashboards
Compliance Critical Reporting