OSS Associates have specific criteria of which their work is measured based on their service line. This criterion was reviewed with the service line staff and coach as well as with the QA team prior to its implementation. Service line coaches can add, remove or reword the criteria but must communicate this to both the service line and to the Service Management Lead with at least 30 days advance notice so that Service Management has sufficient time to review and make alterations to their QA review forms. Change requests must be submitted using the OBM Process Management Center so the technical writer is notified to make the update to "The Source."
The detection of an error indicates a learning opportunity for the associate who made the error as well as a learning opportunity for the rest of the service line so the sharing of errors among team members is strongly encouraged. The identification of an error does not have to be assigned to a service line associate or to the QA team; the error may result in action taken to clarify the process or "The Source." This being said, it is not a poor reflection on any specific person but a notation that clarity is missing and by addressing it, "The Source" and/or the process can become strengthened.
QA audits work samples for every associate from each service line (Accounts Payable, Contact Center, Travel & Expense and Vendor Maintenance) following the criteria for that service line listed in “The Source.”
The entire sample record will be QA checked and errors identified.
Errors in comments will be enforced (e.g., typos, inaccurate justification, comments do not match error category).
Failure to notify Associates of errors that have been assigned, at the point of QA items being marked as complete, will result in an assignment of error to the QA Associate. Examples include error notification being sent to the wrong Associate or error notification not being sent to Associate.
The QA Team is not authorized to change QA items, comments, errors, etc., once QA items have been completed. If a QA item,that does not pertain to error assignment (completion date, QA Associate assigned, etc.,) needs to be edited after completing that item, e-mail the QA supervisor the item and the appropriate edit to be made. Comments and communication may be considered in reviewing the validity of disputes for updated items.
Transactional data is queried from OAKS, SharePoint, or CallCopy and provides the data needed to conduct the QA review (vouchers, expense reports, vendor forms, calls and e-mails all processed the prior month).
OAKS Query, SharePoint, and CallCopy results contain data fields and associate user ID information that are pasted into the QA Tool for the audit process.
Service Management pulls a random sample of transactions of each associate from a particular day in the previous month.
Prior to the audit, the QA Associate creates a worklist using SharePoint or CallCopy containing the samples uploaded by Service Management for the audit process.
The QA Associate audits the QA samples and places a mark if the field is incorrect on SharePoint. (CallCopy allows the auditor to indicate whether the QA conditions were met or not met.)
QA errors are assigned to the appropriate processor via SharePoint or e-mail (CC errors are sent via CallCopy) as they are discovered, until all the samples for the day have been audited.
Audits of items from the previous month are complete by the second business day of the current month.
The final dispute panel for the previous month is held at least two business days after audits from the previous month are complete.
The QA process for the previous month, including disputes, needs to be completed by the fifth business day of the current month.
Service Management releases the metrics for the previous month on the seventh business day of the current month.
The QA results are tallied at the end of the month and archived for the Individual Metrics Report issued by Service Management.