Vision’s Quality Team streamlines standard operating procedures,
continually monitoring the workflow by comparing the data entry
reports against the source documents and rating the transaction
processing agents on a defined set of parameters to compute
a quality competency score. The employees are then categorized
based on this score and a minimum level of mandatory checking
is defined for each of these categories. In order to identify
training needs and continuously raise our quality benchmarks,
errors are classified based on client error history. Once the
data is analyzed and trended, the quality assessor works with
the content expert and the production managers to suggest process
improvements through corrective and preventive action in order
to improve quality scores.
Employee
Type
Basic
Competencies
1.
Primary Employee
Over 6 months with Vision and an error rate of less
than 3%. Employees belonging to this category are
checked at 15% only using a Random Sampling Method*.
2.
Secondary
Employee
Over 3 months
and/or error rate of 3-5%. Employees in this category
are checked at 40% using a Random Sampling Method*.
3.
Tertiary
Employee
Less than
3 months or error rate over 5%, Checked at 100%.
The Quality
Process
To ensure that quality levels are consistently
met, quality and production personnel work together to review
and monitor the quality levels. Weekly reporting of quality
requirements is provided to both groups, and training scheduled
where necessary. Incentives are provided to agents for continual
improvement in quality assurance and productivity requirements.
Team performance, customer feedback, and quality metrics are
accessible via Vision’s Intranet and the in-house developed
Vision Information Management
System (VIMS). Team leads and managers use this information
to monitor productivity and quality to maintain a high level
of service and efficiency. Individual coaching and feedback
is available to all employees.
Quality
Assurance Practices
The following quality assurance
practices ensure our processing teams are providing a quality
service to our clients:
Initial training and certification for all
agents prior to job assignment
Monthly training and certification based
on identified needs
Shadow processing (every transaction monitored
by the Team Lead/Trainer) for first week
Live monitoring of transactions for each
agent (1 hour per agent per month)
Post quality assessments of completed work
based on random sampling
Weekly quizzes to check the knowledge level
on a continuous basis
Bi-weekly quality review meetings to discuss
various quality concerns
Process and product audits
Quality management system implementation
Team briefings as needed
Calibration sessions with client representative
Analysis of customer needs and creation of
action plans for improving customer satisfaction
A net-based knowledge bank to serve as a
reservoir of expertise, to counter the effect of turnover
A sound metrics system for assessing the
progress of the organization on the path towards TQM
