Quality Assurance

Quality is aimed at performance excellence; anything less is an improvement opportunity

Quality control is operational techniques and activities that are used to fulfill requirements for quality. It involves techniques that monitor a process and eliminate causes of unsatisfactory performance at all stages of the quality loop.
Our Quality Department, everybody is keen to point out, is more a friend than a policeman.

Quality department plays a very important role in Manipal Informatics. They verify sales and generate individual internal reports, after verification they generate the vector reports, client reports and the qualified sales are sent to the clients. They set the compliance standards for every campaign, interact with clients and attend to client queries.

Calls of every agent are also monitored by the quality department, to check on the tone, accent and approach of the representatives and appropriate feedback is given to them. Quality department maintains the agent performance monitoring report on daily basis as well.

He/she steps in, when the customer gets abusive or if a caller is too difficult. They are told that they can quit the call if the customer or caller gets personal. So the Quality Department makes sure that the representatives are not hassled unduly by such people.

Because of the Quality department in Manipal Informatics, there has been increased customer satisfaction, reduced cycle time and costs, and elimination of errors and rework, to a great extent.