Workshop Outlines:

• Latest Quality Assurance Scope of Work ?
• Importance of ENHANCEMENT phase as a key differentiator factor for better
customer experience and efficient operations
• End to End life cycle monitoring Techniques
• How to monitor customer transactions covering all pillars ?
• Monitoring Plan Triggers
• QA team Activities & Controls
• COPC standards (C2C, C2B, C2Compliance & NC), Calculations & Monitoring
Sample Size
• New monitoring form & Attributes
• Art of Reporting
• Complaint Handling & Soft Skills Part
• Internal & External Calibration & Role Plays