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Quality coordinator

Andreea Dragan

Created on January 3, 2022

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Transcript

QUALITY TEAM IMPROVMENT PLAN

Trainings

Teamwork

Quality

Let's see

SECTIONS

Improvment Plan

Trainings

Quality

Monitoring cards

Team integration

Dragan Andreea

Trainings

  • Allocating some time in the training plan for Knowledge base & G-Drive
  • Trainings feedback
  • Logistics - Check upon the team if they have all the logistics necessary for conducting the trainings
  • One back-up trainer
  • Training materials for CC theme : Claim department

SECTIONS

Improvments in Quality

SECTIONS

Mistakes reports

Team Leaders

Calibration session

  • Have the TL calibrated often and on trend with the newest procedures and updates.
  • Cooperation and feedback for the TLs
  • TL evaluation assigned automatically.
  • New calibration session model
  • based on the most common mistakes made in the previous months.
  • Reminders!
  • Complaints productive mechanism
  • Encouraging reporting mistakes/errors
  • Checking/ testing and reporting it to PID
  • PID procedures review and training materials development

MC in PC

MC for BMS

  • Feedback from the agents
  • First call resolution models
  • Separation of the last section into 2 individual section
  • New MC for BMS contactless client processing of the bookings.
  • Identification & evaluation

Monitoring Cards

back to SECTIONS

+others

+others

Sharing Culture

Happy day!

Team Integration

Birthday Video Festiv days Gather-up

Virtual team Building-twice a year Shared goals- individual and team based Virtual Visual board

Knowledge Sharing

...

THANK you

for your time