At imarque solutions, “Quality” is a way of life. All activities that could affect the service delivery and/or compatibility with client expectations are viewed as detrimental to quality. We are constantly looking at improving our processes and systems by maintaining consistent delivery standards and improving support efficiency. The experienced quality control team is responsible for process orientation of different functionalities involved in the service delivery mechanism.
The quality improvement team will review daily customer contact reports which are in addition to gathering and analyzing feedback from the agents and Team Leaders.
The quality of service is measured, analyzed & sustained on a continuous basis. This is based on the service level agreement (SLA) signed with the client on the service requirements. The metrics for measuring the performance will also be defined. The factors that will be measured are as per specific requirements, relevance, accuracy, clarity, authenticity & presentation. The quality control team will ensure that the delivery phase will be adhered to as per the client’s requirements. "Quality Assurance" involves more than just meeting the client’s Service Level Agreements.
Emphasis is laid on the daily individual and team productivity.