The quality monitoring process at IndianMoney.com involves creating a quality monitoring form to establish parameters. Calls are sampled based on a bucketization process and new employees receive audits in their 3rd and 4th weeks. Quality assurance analysts audit calls according to an internal plan and provide feedback. Feedback addresses areas for improvement and fatal errors result in immediate feedback to prevent repetition. Coaching involves acknowledging feedback, discussing rebuttals with managers, and capturing feedback on forms.

1. How does Quality Monitoring
Process Happen in
LeadMarket?

2. The quality process describes the creation/roll out of a process for monitoring and
maintaining the quality of service offered by IndianMoney.com.
The aim is to achieve high associate satisfaction levels and also to enhance the
performance standards and setting new benchmarks.
The following are the steps in the quality monitoring process:

3. 1. Creation & Roll out of Quality Monitoring form
At IndianMoney.com the engagement review with the parameters mentioned
in the quality monitoring form is created internally based on the requirement
Process Details:
1.Quality form and guideline is created based on the process requirement.
2.The fatal errors and non-fatal errors are decided.
3.The weightage (marks/rating score) is decided by internal leadership
team.

4. 2. Sampling Process
Overall call audit would be happening based on bucketization process
where it’s listed below:
Audits would be carried out for a new employee based on their entry into
the production floor. Ex. if the RM enters the production floor in the 3rd
Week (After OJT), 2 audits will be carried out in 3rd & 4th Week.

5. 3. Quality Monitoring Process
The QA audits the number of calls for each RM as per the internal plan of
action. All observation & feedback will be recorded.

6. 4. Feedback & Coaching Process
Feedback is given to the RM specifying where he/she must improve. In case
of fatal errors instant feedback will be given to the RM to ensure
non-repetition of the same error.
• Feedback is given to the RM on all the areas of improvement and
they must acknowledge the feedback.
• If the RM raises a rebuttal, the auditor must meet the RM in
presence of reporting TL/Manager to discuss about the feedback &
come to a proper conclusion.
• In case of fatal errors instant feedback will be given to the RM to
ensure non repetition of the same error. The feedback will be
captured on call monitoring form.

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