QA ensures that customers receive good outcomes from their interactions with the company.

It highlights areas for improvement, helping the business unites to enhance products, services, and customer experience.

QA monitors staff performance and can be used to change behaviours.

It identifies where staff training, upskilling, and support are needed.

QA enables better insight into the customers’ needs and how to meet them.

Defining what your QA framework is looking to achieve, how it will be used and how it aligns with the values and objectives of the company’s business. This includes setting out roles and responsibilities, and consequences as a result of poor customer outcomes.

Setting clear, meaningful, and relevant quality QA standards, with guidance on how to apply them, focused on the customer outcome. Develop specific measures. Build scoring criteria, making it simple, understandable, and easily reportable.

QA framework should be robust and include elements such as the volume, range and frequency of assessments; responsibility for assessments; regular calibration sessions with colleagues using the assessments to agree “grey” areas; root cause analysis; action implementation and tracking; and regulatory issues escalation.

Agree the structure for reporting MI on QA progress, outputs, analysis and action tracking, including who is responsible for reporting, where and when.

QLM is committed to delivering high-quality insurance services, that adhere to industry-standard practices to ensure service excellence.

An effective QA framework provides a structured approach to monitor, demonstrate, and enhance the delivery of these outcomes where needed.