Quality Assurance is the process of verifying or determining whether products or services meet or exceed customer expectations. In BNKe it is a process-driven approach with specific steps to help define and attain goals. A separate team - Quality & Verification (Q&V), carries out the Quality Assurance activity. All processes and procedures have been designed and developed in keeping with best practices in the industry worldwide The Quality standards expected by clients drive the floor and are ensured by the Q&V team.
Quality Analysts in BNKe are process specific and their responsibility is to provide feedback, which includes appreciation of performance related individual strengths as well as guidance to improve areas of concern.
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The Quality Assurance process entails the following:
 Monitoring/Evaluating/Recording and maintaining quality reports and files of each associate for reference and performance analysis on a 100% sample set basis
Conducting voice call calibration sessions for the associates to assess call quality
Preparing scoring guidelines that are regularly assessed for relevance and accuracy
Designing incentive plans to motivate associates with respect to quality
Coordination with the operations team and filtering of quality feedback to the associates.
Coordination with the training team for further training and refresher modules
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In order to ensure that quality objectives are being applied and achieved, BNKe has created an Audit group whose primary responsibility is to systematically examine the existing Quality System. Audits are performed on a monthly basis to ensure that the institution has clearly defined internal quality monitoring procedures linked to effective action.
The primary purpose of the audit group is to:
Determine the competency level of the quality analyst and assess if feedback to the associate has been given accurately.
Determine if the analyst is effective in providing constructive and actionable direction.
Proactive Process Improvement Initiatives
In most processes we come across, a relatively small number of root causes contribute to most of the issues…the 80/20 situation. The quality analyst in each engagement discusses the common issues with the team leaders and performs root cause identification. BNKe’s goal is to pick between one to three root causes per engagement, work with the client and fix them so that the processes we manage are streamlined. The improvement process often involves use of technology. We have an IT team that springs into action to augment our client’s technology team if needed.
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