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Back up QA Grooming andEngagement Program - Retail Insurance

Session - 2

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Agenda• Quality Key Terms & Definitions• What do we mean by QSD?• Overview of QSD• Bar Graph• Line Chart• Q&A

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Quality – Key Terms & Definitions

DPO (Defect Per Opportunity)

Average number of defects found in the total number of opportunities marked. DPO = Number of defects found in a sample/ Total number of opportunities*

Total number of opportunities* = Actual opportunities

DPU (Defective Per Unit)

Average number of defects found in a sample of units. DPU = Number of defects/ Number of units

Accuracy

Overall Accuracy = { 1-(Total # of defective opportunities/ Total # of opportunities monitored )}Fatal Accuracy = {1 – (Total # of defective transactions due to fatal errors) / (Total # of transactions monitored)} X 100

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What do we mean by QSD?

QSD (Quality Standard Document) - This document is the most important element in creating a quality process to define a set of measurable standards for any process. The purpose of the document is to clearly define the

Transaction Monitoring Methodology to be followed by the QA and the functioning of QA for the process.

The QSD needs to be -

S

A

M

R

T

Specific

Measurable

Achievable

Realistic

Time Bound

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QSD – Quality Standard Document

Document /Process Overview

• It gives us the version of that QSD and the release and last update date.• It briefly talks about the purpose of QSD.• It tell us the client requirements from Quality metric. Purpose and

Client requirements• Glossary - It talks about the abbreviations used in QSD and their

definitions.

Selection Procedure• It tells us what is the selection procedure for QA/Backup QA. • It tells us what are the roles and responsibilities of a QA/Backup QA. • It talks about the QA span and alignment according to FTE’s.

Sampling Methodology

• It has a snapshot of SIPOC for the process.• It talks about which methodology is used to calculate the sample

size(Agent/process level). • It tells us the Quality metric and the operational definition.

Error Appeal and Corrective Action Plan

• It tells us the process flow in case of any error identified.• It tells us the corrective action Plan at Agent Level and Process Level.• It tells us about why/when Monitoring Improvement plan (MIP) would

be implemented.

Quality Standard Document - Ver 1.0

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Bar GraphNames Associate 1 Associate 2 Associate 3 Associate 4 Associate 5 Associate 6 Associate 7 Associate 8 Associate 9 Associate 10Target 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50%

Accuracy 100.00% 100.00% 100.00% 100.00% 99.89% 99.89% 99.50% 98.00% 97.65% 95.00%

Associate 1 Associate 2 Associate 3 Associate 4 Associate 5 Associate 6 Associate 7 Associate 8 Associate 9 Associate 1050.00%

60.00%

70.00%

80.00%

90.00%

100.00%

100.

00%

100.

00%

100.

00%

100.

00%

99.8

9%

99.8

9%

99.5

0%

98.0

0%

97.6

5%

95.0

0%

Accuracy Target

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Line Chart

Month Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14Target 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50%

Accuracy 99.53% 99.67% 100.00% 99.67% 99.83% 100.00% 98.00%

Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-1495.00%

96.00%

97.00%

98.00%

99.00%

100.00% 99.50%

99.53% 99.67% 100.00% 99.67% 99.83% 100.00%

98.00%

Target Accuracy

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Thank You