Services Quality

Quality Audit

Quality Audit is performed to measure the process performance and to respresent the process capability based on random sampling. Quality team conducts random audits on every process & for every employee to arrive at the quality score at an individual & overall population level.This is done at 95% confidence level. Audits are done with the objective to help the associates improve their performance & help identify training needs in the process.

In scope:

• Calibration for QAs/Process Coaches with Clients


• Random sampling audit *


• Feedback on the errors identified


• Error analysis & TNI (Training Need inputs)

Out of scope:

• Error correction by QA


• Refresher training

Random Sampling by definition means "In a population if we pick an item on random bask the probability that it will exhibit quality/ features of the other items of the group is close to 1". This is because it is a subset of a statistical population in which each member of the subset has an equal probability of being chosen.

1. Identification of the Quality audit parameters:

Quality audit parameters are identified by studying the process and the areas on the which if a defect occurs, it can lead to a unwarranted escalation. All the critical fields are captured and validated by Client & PMO along with Ops & SQ. Post validation of the parameters operational definitions are defined in order to make a reference material for the QAs & process associates.

2. Validation of parameters:

Quality parameters are validated by client in order to ensure that we have "buy-in" from our customers. All the key areas are identified and associates are measured on the same. The feedback provided will be specific to the process rather than being subjective.

3. Scoring Guidelines/Methodology:

The scoring method is DPU/DPMO as decided by the PMO/Client. Based on which, the audit sheet will be formalized and shared with teams after validation by process owners. This sheet will be the basis for audits by QAs.

• Critical Error - Criteria has to be defined based on the cakulation methodology
• Non Critical Error - If there is, criteria has to be defined

4. QA Identification:

Quality Auditor is selected through an external hiring/Internal Job Posting (IJP)„ managed by recruitment team. Few KRA' of a QA are:

• Daily / Weekly audits
• Feedback
• Calibration score
• Root cause Identification of the top errors and bottom performance

5. Client SME identification:

Subject Matter Expert (SME) from client is required to have continuous interaction with BriteStar QA in order to cascade any updates and feedback to the team.

6. Gauge R&R and Calibration:

The knowledge of the BriteStar QAs is tested through calibration exercise with client/Process TL/QAs. Same set of accounts/claims/reports are audited by all Omega QAs/Client/Process TL and the gaps are identified. Gaps are discussed and closed in a calibration call between all the auditors.

• Calibration Process - Calibration happens with client when ever there is a new transition/update.
• Assessment - All the QAs are assessed on monthly basis to check their process knowledge and scores are published. In case assessment scores falls below 90% then respective QAs are put under action plan.

7. Audit & Sampling Process

All the users doing production will be covered under audit irrespective of their tenure

Coding

Week	Ops Target	Quality Target	Sampling
1st Wk	10%	80%	100%
2nd Wk	20%	80%	100%
3rd Wk	30%	85%	100%
4th Wk	50%	85%	100%
5th Wk	70%	90%	75%
6th Wk	80%	92%	50%
7th Wk	90%	94%	25%
8th Wk	100%	96%	15%

• 100% audit will be done for defined time as attached in the grid or new coders
• In case of associate performing below Quality target, current audit % slab will be extended for maximum 3 weeks
  E.g.: If associate is < 85% after 4th week then 100% sampling will be done for next 3 weeks, if still not improved associate will be recommended for PIP.
• Production target cannot be increased more than 50% for the associates who are below 85% Quality target or in case Under PIP
• Maximum of 15% sampling will be done dynamically based on current performance after 8 weeks
• Maximum of 15% audit will be done for the associates who moved from one project to other in the same specialty

• 100% audit will be done for defined time as listed above in the grid for new Associates
• In case of associate performing below Quality target, current audit % slab will be extended for maximum 3 weeks
  E.g.: If associate is < 85% after 4th week then 100% sampling will be done for next 3 weeks, if still not improved associate will be recommended for PIP.
• Production target cannot be increased more than 50% for the associates who are below 85% Quality target or in case Under PIP
• Maximum of 15% sampling will be done dynamically based on current performance after 8 weeks
• Account wise audit will be done in AR