BPO SERVICES > Quality Framework

At OptiSol we recognize the linkages between Quality Assurance and Training activities and its criticality during the initial transition phase and the steady state operational stage. Our BPO project transition are built on the philosophy – “chase quality initially and quantity shall chase you later”. Our QA framework is built on the six sigma framework and we work closely with our clients in defining the Critical to Quality (CTQ s’) during the As-Is process study stage. Our approach   towards quality includes

• Operational definition of quality
• Definition of audit process
•  audit plans – auditor certifications, audit sampling methodology
• audit findings – Defect entry, Defect analysis – 5 WHY analysis, Causal analysis
• audit reporting – Process sigma status, Pareto charts, Tim trend charts of top errors
• Definition of feedback cycle
• Definition of Corrective & Preventive Actions ( CAPA)

Our QA team and training team will work together to collect, compile and analyze the audit findings to define the corrective and preventive actions. Based on this following would be the scope for action plans

• Training effectiveness improvement.
• Training needs to enhance productivity.
• Training interventions to address gaps in the team’s knowledge levels.
• Training reinforcements design refreshers to address leakage.
• Defect reduction by addressing training gaps both at an individual and group level.
• Training effectiveness improvement

To learn more, Click here

Request for Proposal?

top