MSI implements standardized quality assurance program for all of its client. QA team work as a separate entity reporting directly to the VP-Operations. Our QA team runs a feedback session daily at the end of each shift to apprise shift members of the errors or mistakes noted and their correct answers in order to avoid recurrence of same mistake/error by any team member.

Key Components of Quality Assurance Process –

Auditing of CSRs: 10% of all interactions are audited in comparison to industry norms of 2%
Product Specialist Reps: MSI maintains a ratio of 1 PS Rep for every 15 CSRs
Focus on Client SLAs: MSI maintains its focus on the tangible clauses of SLA entered with the client
Internal key performance indicators: These are measurement tools developed by the project manager in consultation with the client’s representative that allows all parties involved to monitor on regular basis the strengths, weaknesses and progress made on each project.