1. Importance of QA Role in
Business
Quality is everyone’s responsibility. “Deming, W Edwards”
2. Quality in a glance
Define Quality
Setting parameters to achieve
the goals and meet SLA
Find Course
Identify the techniques to measure
the performance parameters for all
the deliverables
Find Root Cause
Pinpoint the defects by deep
study of the actual problem in
expected outcomes
Verify Solution
Effectiveness
Cross check the effectiveness of all the
measures taken for the performance
improvement and reliability
Take Action
Advise steps to improve the
process based on the performance
evaluation
05
01
02 03
04
3. Role of QA in Business
Completing root cause analysis
03
Evaluating agent performance with
quality assurance
02
Correlating QA scores with customer
feedback/surveys
01
Providing information for audit trails
07
Driving internal process
improvements
06
Providing customer insight that is
used elsewhere within the
organization
05
Providing coaching and developing
plans for learning and skills
development
04 Track hard and soft gains
08
4. Lack of Quality Assurance Process
01
02 Appropriately following compliance regulations
03 Decisively solving problems
Business Loss
Dissatisfied
Partners
Reputation
Impact
Quality
