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| Ajuba places significant emphasis on developing highly defined and systematic processes and constantly works to measure and review areas of improvement. |
| For each project it supports, Ajuba methodically maps out the business process in an effort to provide a “best practice” solution to the client. As a part of this process, project managers are identified for each project and they are responsible for ensuring that project deliverables meet stringent quality metrics and rework is minimized. Key result areas (KRAs) of these project managers are tied to project metrics, which are monitored to ensure that trends are kept within the upper and lower control limits (UCL and LCLs). |
| The emphasis on defined, measured and systematic processes makes the project review process objective and thorough. It also helps identify and fix ‘root causes' as and when overall service delivery to our clients may be at risk. |
1. Proven Transition Methodology
2. Quality Assurance Program |
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| Proven Transition Methodology |
Ajuba follows an established, tested methodology while transitioning work from a clien't onsite location to our offsite operations centers. This methodology ensures that processes get transitioned on time, within budget and per the agreed upon scope of work. This methodology splits the transition process into the following four distinct steps, with clear deliverables at the end of each step before the transition team takes up the next step . |
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| Quality Assurance Program (QAP) |
| The word Quality underlines every aspect of Ajuba's Service Delivery model. |
| Quality in Action is a tenet that is lived by all our employees at every level. |
| Ajuba's ISO 9001:2000 certified quality management system is clearly linked to our business objectives of continuously benchmarking and delivering quality solutions that meet client expectations. |
| The 3 cornerstones of our QA program are: |
- Data Quality Monitoring
This refers to our detailed monitoring system where our line managers conduct detailed and thorough quality audits on all transaction processing functions. Depending upon client requirements, the audits could be conducted randomly or periodically for upto 100% of all records processed.
- Call Quality Monitoring
This refers to our technology enabled monitoring capabilities where calls are logged and reviewed by line managers for domain expertise, soft skills, communication and adherence to client specifics to ensure accurate data is processed.
- Compliance Monitoring
Both Data Quality and Call Quality monitoring include stringent compliance
standards to regulations such as HIPAA, FDCPA, DPA etc depending upon the
practice and nature of the process.
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Scoring System:
All Quality Audits include a detailed scoring system where every employee is rated on a scale of 1 - 5 and the scores are tied to the performance management system. Equally, any areas of improvement are immediately documented and shared with the employee along with relevant and timely coaching. |
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Mentoring Plan and Corrective Action:
Employees thus coached are placed on a mentoring track where they are audited more frequently and feedback provided till they reach acceptable standards of quality. Employees are also placed on a Corrective Action Plan that include refresher training and counseling for improvement. |
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Bridge Period – New Hires:
In order to ensure adequate time for new employees to reach the desirable quality and productivity standards, all new hires are placed on a 1 month bridge period in a close mentoring system with continuous quality audits and feedback mechanisms in place. |
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