Contact Center

Crafting a Robust Quality Assurance (QA) Program

Rimlee Patgiri
October 18, 2023
9
 mins read

Last modified on

Software quality assurance, administrative procedures, and project management complexities often block seamless processes. 

The meticulous implementation of processes and quality control plans becomes an administrative headache, where a practical quality assurance plan is not just a solution but a necessity. 

In times like this, the customer service team keeps customers happy and hits key goals. They tackle operational challenges and guide us with a practical approach. 

SQM Group's research shows that 95% of call centers use quality assurance and coaching to improve customer service. Quality management systems, focusing on managing quality and using statistical controls, are not just a goal but a solution to ongoing issues in project management and administrative tasks.

This blog will look into a statistical process control that adheres to the quality requirements and balances quality metrics and data handling.

Why is Quality Assurance Important?

Quality assurance in contact centers is a systematic process to ensure that customer interactions (such as phone calls, emails, chats, or social media) meet predetermined quality standards. 

Quality assurance is important because it ensures customer satisfaction and maintains a positive reputation. Here are some ways in which it is important-

  • Saves costs in the long run by catching issues early.
  • Boosts efficiency and compliance with regulations.
  • Fosters a culture of continuous improvement.
  • Mitigates risks.
  • Enhances employee morale. 

It's the backbone of a successful and sustainable business, ensuring consistent quality, customer loyalty, and overall business health. The next question might be, “How do I create a quality assurance program?” Let’s dive in. 

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How To Create a Quality Assurance Program From Scratch?

Excellence is not just a goal but a necessity, and crafting a robust QA program becomes a strategic approach for any organization. It's about ensuring that whatever your organization does, whether making things or providing services, it's done with top-notch quality.

How do I create a quality assurance program?
How to create a quality assurance plan

Let's jump in and make quality assurance a part of how you do things, making your organization stand out for all the right reasons. 

1. Define Objectives

The first step is for the team to define the objectives of the Quality Assurance (QA) program. This involves clarifying the goals, whether focused on product standards, customer satisfaction, or process improvement. This initial step ensures that everyone involved understands and aligns with the overarching purpose.

For example, imagine a phone company aiming to make top-notch smartphones. The goal is clear: ensure high-quality standards in performance, durability, and customer satisfaction.

2. Establish Criteria

Following the data quality objectives definition, the team needs to establish criteria or standards that must be met. These criteria could relate to product specifications, service quality, or other relevant factors. The goal is to set clear expectations for everyone involved.

For example, picture a restaurant setting criteria for food quality - taste, freshness, and presentation. Clear ingredients and service quality standards align the customer service team and meet customer expectations.

3. Develop Evaluation Methods

Once the criteria are set, the team should determine the methods for evaluating performance against these standards. This may involve key performance indicators, inspections, audits, customer surveys, or a combination of these approaches. The key is to choose evaluation methods that suit the specific context.

For example, a customer service center uses satisfaction surveys, call monitoring, and issue audits to gauge how well the team meets service quality criteria.

4. Implement Consistent Monitoring

Consistent monitoring in call center quality assurance
Consistent monitoring in call center quality assurance

Consistency is crucial in the monitoring phase. The team should establish a routine for regularly monitoring relevant processes or products. This consistent approach ensures that any deviations or improvements are identified in a timely manner.

For example, for an online bookstore, consistently monitor customer reviews, delivery times, and website usability to identify and promptly address issues.

5. Provide Feedback Mechanisms

Communication channels for feedback should be established. This includes mechanisms for gathering feedback from customers, team members, and other stakeholders. The aim is to create an environment where positive and constructive feedback can be shared openly.

For example, a software company sets up code reviews and encourages customer bug reports to create an environment where feedback is valued and utilized.

Read about how AI Feedback can revolutionize agent performance

6. Offer Training and Development

Recognizing the human element, the team should consider implementing training and development initiatives. If areas for improvement are identified, targeted training programs can be designed to enhance skills and knowledge among team members.

For example, a retail store improves the checkout process by providing targeted training for cashiers, enhancing their skills, and contributing to process improvement.

Agent training analysis in QA program
Agent training analysis in QA program

7. Document and Analyze Results

A systematic record-keeping process should be in place to document monitoring results. This documentation serves as a basis for analysis. The team should regularly analyze these results to gain insights into performance trends, identifying what works well and areas that may require attention.

For example, in manufacturing, keep records of defects, production times, and complaints to analyze trends and identify areas for improvement regularly.

8. Continuous Program Improvement

The final step involves continuously using the insights from analysis to improve the QA program. The team should be prepared to adapt and refine the program based on changing circumstances and new information. The emphasis is on ongoing improvement rather than achieving a state of perfection.

For example, an IT support team updates troubleshooting processes regularly based on feedback and tech trends to stay efficient and relevant.

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Advantages of Quality Assurance(QA) Program

Advantages of a QA program
Advantages of a QA program

Implementing a Quality Assurance (QA) program offers several advantages contributing to an organization's overall success and effectiveness. Let’s go through those advantages one by one: 

1. Consistent Quality

QA programs ensure that products or services consistently meet defined quality standards. This consistency builds trust among customers and stakeholders, enhancing the organization's reputation.

2. Risk Management

QA programs help identify and mitigate risks early in the process. By addressing quality control measures before they become major problems, organizations can avoid costly errors, product recalls, and damage to their brand.

3. Efficiency and Productivity

QA programs often include process optimization and efficiency measures. This can lead to improved productivity, reduced waste, and streamlined operations, resulting in cost savings for the organization.

4. Compliance and Standards

QA programs ensure that products and processes adhere to industry standards and regulatory requirements. This helps avoid legal issues and positions the organization as a responsible and compliant entity.

5. Continuous Improvement

QA is not a one-time activity; it's an ongoing improvement process. Through regular monitoring, analysis, and feedback, organizations can identify areas for enhancement and continuously refine their processes.

6. Employee Morale and Engagement

Employees appreciate working in an environment where quality is a priority. Knowing their work contributes to a high-quality product or service can boost morale and engagement, leading to a more positive workplace culture.

7. Competitive Advantage

Research indicates that 89% of consumers have switched to a competitor following a lone negative experience.

Organizations with a strong QA program often have a competitive edge. Customers are more likely to choose products or services from a company known for its commitment to quality, giving the organization a distinct advantage in the market.

8. Cost Savings in the Long Run

While implementing a QA program may involve initial costs, the long-term benefits often outweigh these. Fewer defects, rework, and customer complaints can result in significant cost savings over time.

9. Data-Driven Decision Making

QA programs generate valuable data and insights. By leveraging this information, organizations can make informed decisions about process improvements, resource allocation, and strategic planning.

10. Improved Communication

QA programs often involve effective communication channels for feedback. This enhances collaboration within the organization and fosters transparent communication with customers and stakeholders.

11. Customer Satisfaction

73% of customers believe that personable customer service representatives contribute to memorable experiences, fostering brand loyalty.

QA programs aim to meet or exceed customer expectations by focusing on quality. Satisfied customers are likely to be loyal and recommend the organization to others, contributing to business growth.

Partner with a Convin expert to  create a quality assurance program

Quality Assurance Program Template

Quality Assurance Program Template
Quality Assurance Program Template

Getting Started With Call Center Quality Assurance

Enhancing call center quality assurance plan can improve customer service and bolster a company's reputation in a highly competitive market.

Convin helps you focus on consistent quality, embrace customer feedback, and foster a culture of continuous improvement. Using Convin, call centers can create an environment where every interaction becomes an opportunity to exceed expectations. 

Sign up to take the first step to continuous improvement.

Frequently Asked Questions

1. What is an example of a quality assurance program?

An example of a QA program is a software development company implementing a process to review and test code at various stages to ensure it meets predefined standards and specifications.

2. What are the 4 types of quality assurance?

The four types of quality assurance are:

  • Preventive QA: Focuses on preventing defects before they occur.
  • Detective QA: Involves identifying defects after they occur.
  • Corrective QA: Focuses on correcting defects to prevent their recurrence.
  • Continuous QA: An ongoing process of improvement and optimization.

3. What are the quality assurance program principles?

The principles of a QA program include:

  • Customer Focus: Prioritizing customer needs and satisfaction.
  • Employee Involvement: Involving employees in quality improvement processes.
  • Process Approach: Managing activities as interconnected processes.
  • Continuous Improvement: Regularly enhancing processes based on feedback and data.
  • Evidence-Based Decision Making: Making decisions based on data and evidence.
  • Leadership Involvement: Ensuring leadership plays an active role in quality initiatives.

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