1. 1
Back up QA Grooming and
Engagement Program - Retail Insurance

2. 2
Agenda
• Introduction
• Knowledge Check Quiz
• GOSC Quality Organizational chart
• What is Quality?
• GOSC Quality Vision
• GOSC Quality Structure
• What is Quality Assurance?
• Measure of Process Quality
• Quality Key Terms & Definitions
• What do we mean by QSD?
• Overview of QSD
• Overview of Calibration
• Bar Graph
• Line Chart
• Q&A

3. 3
GOSC Quality Organizational Chart
Rajeev Sharma
SDL - Quality
Manu Gautam
Sr. Director & Global Leader Quality, Research
& Strategy and Site Leader - Jaipur
Sr. QA/ Specialist
Sandeep Narula
Unit Manager
(IB & GBO)
Swati Bajpai
Unit Manager
(Annuities)
Rajesh Kumar
Unit Manager
(Corporate Functions)
TL/AM TL/AM TL/AM TL/AM TL/AM TL/AM
BPS/BPPSr. QA/ Specialist

4. 4
What is Quality ?
“Quality is not the absence of defects as defined as by management, but the presence of value as defined by
customers”
“Quality” of any product is regarded as the degree to which it
fulfilled the requirement of the customers

5. 5
GOSC Quality Vision
“To be integral part of business, to provide insights on
Quality performance and to synergize to deliver best in class
performance.”

6. 6
GOSC Quality Structure
GOSC
Quality
Business Analytics
Measurements to drive
behavior
Fact based decision
Business Excellence
Breakthrough and
continuous
improvements
Quality Culture through
trainings and projects
Quality Assurance
Right Metrics
Right measurement
system

7. 7
What is Quality Assurance ?
A formal management system you can use to strengthen your organization, intended to raise standards of
work and to make sure everything is done consistently.
It sets out expectations that a quality organization should meet. Typically, these are the stages we aim to
follow while implementing a quality system :
• Agree on standards : These concern the performance that staff and users expect from the organization.
• Carry out a self-assessment : This means that you compare how well you are doing against these
expectations.
• Draw up an action plan : This will include what needs to be done, who will do it, how it will be done, and
when.
• Implement : Do the work.
• Review : At this stage, we check what changes have been made and whether they have made the-
difference you were hoping to achieve

8. 8
Measure of Process Quality
Non-Fatal Errors are those which does not impact the customer directly. These would still
render the transaction defective by virtue of being deviating from the correct workflow
Non-Fatal error accuracy will be measured on DPO at transaction, agent and process level as per the formula
given below:
{1 – (Total # of non-fatal errors) / (Total # of Non Fatal Opportunities)} X 100
FATAL ERRORS
NON - FATAL ERRORS
Fatal error accuracy will be measured on DPU at transaction, agent and process level as per the formula
given below:
{1 – (Total # of defective transactions due to fatal errors) / (Total # of transactions monitored)} X 100

9. 9
Quality – Key Terms & Definitions
DPO (Defect Per Opportunity)
Average number of defects found in the total number of opportunities marked.
DPO = Number of defects found in a sample/ Total number of opportunities*
Total number of opportunities* = Actual opportunities
DPU (Defective Per Unit)
Average number of defects found in a sample of units.
DPU = Number of defects/ Number of units
Accuracy
Overall Accuracy = { 1-(Total # of defective opportunities/ Total # of opportunities monitored )}
Fatal Accuracy = {1 – (Total # of defective transactions due to fatal errors) / (Total # of transactions monitored)} X 100

10. 10
What do we mean by QSD?
QSD (Quality Standard Document) - This document is the most important element in creating a quality process
to define a set of measurable standards for any process. The purpose of the document is to clearly define the
Transaction Monitoring Methodology to be followed by the QA and the functioning of QA for the process.
The QSD needs to be -
S
A
M
R
T
Specific
Measurable
Achievable
Realistic
Time Bound

11. 11
QSD – Quality Standard Document
Document /Process
Overview
• It gives us the version of that QSD and the release and last update date.
• It briefly talks about the purpose of QSD.
• It tell us the client requirements from Quality metric. Purpose and
Client requirements
• Glossary - It talks about the abbreviations used in QSD and their
definitions.
Selection Procedure
• It tells us what is the selection procedure for QA/Backup QA.
• It tells us what are the roles and responsibilities of a QA/Backup QA.
• It talks about the QA span and alignment according to FTE’s.
Sampling
Methodology
• It has a snapshot of SIPOC for the process.
• It talks about which methodology is used to calculate the sample
size(Agent/process level).
• It tells us the Quality metric and the operational definition.
Error Appeal and
Corrective Action
Plan
• It tells us the process flow in case of any error identified.
• It tells us the corrective action Plan at Agent Level and Process Level.
• It tells us about why/when Monitoring Improvement plan (MIP) would
be implemented.

12. 12
Overview Of Calibration
• Any Calibration exercise is an extension of our commitment
towards Quality Service. This makes sure that any group of
people who have got calibrated together would be on the
same platform while monitoring transactions.
• On the day of the calibration, auditors get together as a
group (process knowledge experts), audit the transactions and
pull the report that shows significant gaps in evaluation, if any.
• In case of any variations, the host auditor need to share the
variations with all the auditors and give the required feedback.
• If the overall calibration score is less than 90% i.e., greater
than 10% of variance has been observed among the
participants, then it would be considered as fail. After giving
the required feedback, the activity needs to be repeated again
this time using the same sample of audits used in the first
calibration. Two types of Calibration are :
 Internal Calibration.
 External Calibration.
Collect samples for
calibration exercise
Schedule calibration session
as per calibration calendar
Conduct calibration session
Compile and publish
calibration results
Does the calibration
assessment meet the
pass threshold?
End
Start
Yes
Initiate appropriate corrective
action
No

13. 13
Bar Graph
Names Associate1 Associate2 Associate3 Associate4 Associate5 Associate6 Associate7 Associate8 Associate9 Associate10
Target 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50%
Accuracy 100.00% 100.00% 100.00% 100.00% 99.89% 99.89% 99.50% 98.00% 97.65% 95.00%
100.00%
100.00%
100.00%
100.00%
99.89%
99.89%
99.50%
98.00%
97.65%
95.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Associate 1 Associate 2 Associate 3 Associate 4 Associate 5 Associate 6 Associate 7 Associate 8 Associate 9 Associate 10
Accuracy Target

14. 14
Line Chart
Month Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14
Target 99.50% 99.50% 99.50% 99.50% 99.50% 99.50% 99.50%
Accuracy 99.53% 99.67% 100.00% 99.67% 99.83% 100.00% 98.00%
99.50%
99.53% 99.67% 100.00% 99.67% 99.83% 100.00%
98.00%
95.00%
96.00%
97.00%
98.00%
99.00%
100.00%
Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14
Target Accuracy

15. 15

16. 16
Thank You