Quality Assurance Strategy

HOME SECURITY SYSTEMS

**This a presentation based on the QA policy and the QA strategy designed in the word format. And will
be discussed further.
 Introduction

Home Security is a company that is providing the security systems for the home owners.
It provides protection for your home and giving you the monitoring system.
It is a three in one system that include break- ins, fire and medical.
It gives the notification to the home owner if something mysterious happens.
It is offering a promotional package without installation, equipment and activation charges
The company belongs to USA and is restricted to USA clients only.
Quality Management

Policy Assurance

Control
 Quality Assurance Strategy
Documents- Highlights
Objectives:
This document presents the main guidelines and the procedures, which will be used to ensure the
quality.
Quality management is the process for ensuring that all activities are effective and efficient with
respect to the objective.
Quality Assurance Strategy aims to outline methods of evaluation of that will be used through the
Project.
Moreover it will describe the quality culture, specify the indicators for monitoring quality and outline
the tools in terms of templates, techniques to be used to achieve quality in the project.
Quality Assurance Strategy (QAS) gives association about clear understanding of how quality will be
assessed and what documentation they can expect (addressing quality).
 Defining the structure and role of
QA department
Head Service
Quality

Manager
Service Quality

Quality Quality Quality

Assurance Assurance Assurance
Officer Officer Officer

The roles and responsibilities of the QA department are defined in the policies as well as the tenure and the members of
the meeting to be held on quality.
 Home Security Project Structure

1. Greetings
2. Introduction
3. Offering
4. Pricing and Details
5. Scheduling and Collecting the customer details
6. Recap and Validation
7. Follow ups if required
 ISO 9001- Certified Quality Standards
Implementation
The standards are all about delivering the best customer services.
Planning risks and opportunities
Competence and the awareness of the staff
Customer feedback and communication management
Performance Improvement
Improving the organizational processes and getting higher customer satisfaction
Implementing the quality standards and effect on the financial performance

QA polices are made in the light of these internationally recognized standards.

 Principles of Quality Management
Quality management is the systematic process for ensuring that the operational services are
delivered as per the requirements and standards.

Focus on customer expectations

Leadership
Risk based
People
Continuous improvement
Quality support and decision making

The details of the principles must be written in the QA policy and procedures.
Quality of Calls - Monitoring and
Evaluation

Objectives of Monitoring and Evaluation

Increasing the effectiveness

Providing comprehensive assessment
Ensuring compliance with the standard policies
Identifying the problems and taking corrective actions
Assessing the training needs of the agents.
 Procedure of Checking Call Quality

Evaluation for Accountability:

The calls are evaluated by the quality department in order to assess that whether
the agent is taking the responsibility and providing the exact details to the customers
in the best faith. The quality is assessed on the basis of the criteria set by the
management and the scores are given on each of the section of the project structure
against the standard policy set by the organization.

Evaluation for Improvement:

The calls are evaluated by the quality department in order to assess the area where
the agents need guidance and the training for the improvement and the best
customer services. Also the random call audits are conducted to get the client
feedback.
 Evaluation Criteria for Call Quality
check
Calls will be evaluated on the basis of random sample.
At least 3 calls must be evaluated on the quality standards per agent on weekly basis
Live call monitoring function will be in place
Recorded calls monitoring function will be also in place
At least 1 live and 1 recorded call must be evaluated and monitored per agent weekly
The agents will be given scores as per scoring criteria against standard policy or scripts
provided by the company
The training needs will be assessed on the basis of the total scores obtained by the agent
which is below 85%.
 Tools and Techniques of Call Quality
Assurance

The calls are evaluated on the basis of checklist designed by the quality
management department. (Attached) Home Security- QA Checklist.pdf
Random calls to the customers for their valuable feedback.
The scoring tool is either purchased or the manual calculations on excel used is
defined.
Controls charts will be used as per the discretion of the management
Performance rating and evaluations management system
Reporting management tool which shows the graphical representation of the
data and the results in summarized form.
 Quality Assurance- Call Quality
Check based on Check list
Agent Name Score Obtained
Ali 98
Mazen 80
Hassan 91
Umer 96
Shahzad 73

Above are the results of the call monitoring. The calls of the agents are evaluated and the scores are
assigned as per given criteria. The agents who scored below 85 are recommended to attend training
session being in below the acceptable criteria.
Graph of the QA Assessment-
Reporting Stage
Quality Scores of Agents

98 96
91
80
73

Ali Mazen Hassan Umer Shahzad

Reporting of QA to Concerned
Department
Agents that have the Training Need for the improvement in customer
services:

Agent Name Score Obtained

Mazen 80
Shahzad 73

The agents will be again monitored after the training and check for the
improvements otherwise warning will b issued in case of the repeated
mistakes identified.
 Thank You
This is just the sample presentation and the checklist made by me. The detailed polices
and the procedures of Quality assurance and its strategy will be designed in case of the
favorable response.

Looing Forward:
Zubair Baig
Contact: 0333- 1577805