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TRG QA Analytics - Team Orientation

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Qazi Uddin

on 29 June 2016

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Transcript of TRG QA Analytics - Team Orientation

PROGRESS HISTORY
WHAT WE DO?
2012
2015
Pilot Run
Pilot run of team Analytics was run on Telenor (Inbound) in Karachi center to gauge the effectiveness of this team.

Project Owner: Waleed Yousaf
Project Lead : Shehreyar Mujahid
Project Assistant: Qazi Fahad Uddin
Project Launch
After successful pilot run on Telenor proper team was established in both sites (Karachi & Lahore) and initial focus was on Telco sector
Job Rotations
After covering Telcoms in Karachi and whole domestic campaigns in Lahore job rotation positions are introduced in Karachi to cover International and othre domestice campaigns.

Incentives
Visibility
Creates visibility of ongoing
activities along with its effectiveness
including Operations & Ops Support
functions.
Data Maintenance
Collects and maintains all relevant
data (evaluations, Quizzes, etc)
in a proper format to create proper
visibility.
Trends & Analysis
Streamline the reporting structure by
sharing scheduled reports and analysis
to analyze different trends.

Frequency of these reports are monthly, fortnightly,Weekly and daily basis.

Alarms
!
Raises alarms whenever observes
or forecasts any abnormality
in the performance or any
specific function.
Support to Support Functions
Supports other support functions
by sharing cumulative data,
data insights and effect realizations
of their operational activities.
Analytics team also owns the
incentive tabulation process
from CSEs to management layer
on monthly, quarterly and
Bi-annual basis.

Respective domain
QA Manager also supports
in incenitve verifications.
THE TEAM
2012
New Inductions
After streamlining the reporting structure of Zong & Telenor team analytics targeted other campaign and for this two new resoures was hired,

Asma Yaseen - (Karachi)
Muhammad Imran Sabir - (Lahore)
2013
CAMPAIGNS
Qazi Fahad Uddin
Tenure: 8 Years
Qualification: MBA - Marketing
SIX SIGMA Green Belt Certified
Shabbir Hussain
Tenure: 3 Years
Qualification: MA Economics
Nazim Miraj
Tenure: 4 Months
Experience: 8 years
Qualification: B.Com
Rizwan Nafees
Tenure: 7 Years
Qualification: B.com
Joel Lucas
Positions Held
:
CSE - Trakker
QAE - Trakker,ST & AT&T
QA Analyst - At&t
Waqas Ahmed
Tenure: 5 Years
Qualification: Post Graduate - Accounting
Supervisor
Reporting Executive - Lahore
QA Analyst - Lahore
QA Analyst - Karachi
Reporting Executive - Karachi
Positions Held
:
CSE - Telenor
QAE - Telenor
QA Analyst - Telenor
Position Held
:
CSE - Telenor
QAE - Telenor
Positions Held
:
CSE - Telenor
QAE - Telenor
Team Lead - Telenor
QA Analyst - Karachi
Tenure: 8 Years
Qualification: B.com
Positions Held
:
CSE - Google
Team Lead - Google
Supervisor - Google
REASON OF RESTRUCTURING
-Analyzing Project Standards keeping in mind QA
Processes, Roles & Responsibilities

-To Improve Internal Documentation and Reporting
Methodologies

-To Identify Strengths and Weaknesses of Quality
Assurance, Refreshers & Training Processes

-Implementing Effective Resolution Plan

PROCESS IMPROVEMENT
-Identifying Improvement Areas Through Analytical
Approach

-Root Cause Analysis

-Finding Solutions

-Maximize QA, T&D and Operations Coordination

-Process Mapping & Redesign

-QA Performance, Productivity and Activities Monitoring

QUANTITATIVE METHODS
-Data Collection

-Center Wise Performance Analysis

-Resolution Performance Analysis

-Behavioral Performance Analysis

-Work Codes Analysis

-Shifts Wise Data Collection and Performance Analysis

-SUPS & QAEs Wise Analysis

-Promotions and Updates Wise Data and Performance
Analysis

WHY QA ANALYTICS ?
PROJECTS
Worked with Operations/Quality Assurance/T&D for the QI improvement of Telenor project. My role in this project was to demographically, statistically, shifts/team wise analyze the performance of the campaign and identifying the core focus areas and then providing directions to the rest of the departments. By the end of project, we successfully brough the QI from 86% to 90%.
TELENOR QI IMPROVEMENT PROJECT
INCENTIVES TABULATION PROCESS
We have re-organized and streamlined the Incentives processing setup for contact center across Pakistan. We have made tag teams domain wise to ensure redundancy and flow less operations. Through implimenting new process error percentage was reduced by 98%.
HELPDESK & ORIENTATIONS
For easy approach of CSEs, Helpdesk was introduced where CSEs can come directly to Analyst and discuss their performance trends, scorecards and incentives as well.

Also conducts orientation on incentive structure to new hires.

PERFORMANCE IMPROVEMENT PLAN
Creates continuous visibility of Quality outliers and maintains the DAC status of individuals with coordination of Compliance and Operations
TRG QA ANALYTICS - TEAM ORIENTATION
Project Team:
Waleed Yousaf
Fahad Subzwari
Shehreyar Mujahid
Qazi Fahad Uddin
2012
Project Team:
Fahad Subzwari
Qazi Fahad Uddin
Sunil Sultan
2014
Project Team
:
QA - Analytics
2014
2014
Project Team:
QA - Analytics
Compliance
2013
STANDARDIZATION OF REPORTS
Streamlined the reporting structure of different campaigns through real time dashboards, analysis and standard formats of data compilation to create a better visibility of stats in timely manner.
Project Team
QA - Analytics
2015
RECRUITMENT REPORTING STRUCTURE
Streamlined the reporting structure of recruitment by streamlining the timelines and processes to create a proper viability of efforts of recruitment team in searching potential resources.




Project Team
:
Recruitment
QA - Analytics
WFM
Re-Structuring of Team
Fahad Subzwari took command of team and restructured the whole team after which Analytics started their work on other campaigns as well.

Previously all analyst were in reporting line of domain QA managers, after restructuring Qazi Fahad Uddin was promoted as Supervisor analyst where all analyst reports to him.
2014
INCENTIVE PAYOUT ANALYSIS
Started sharing
TRG
Pakistan Incentive Payout Analysis on monthly basis to create a complete visibility of incentive payouts in different domains along with their reasons.
Project Team
:
Fahad Subzwari
Qazi Fahad Uddin
2014
ACTION PLAN FOR 2016
NOW
Working to streamline the visibility of recruitment, compliance and workforce management activities.
We will start including more advance analytics like coorelation, XY matrix and quartile etc.
2014
MONTHLY REFRESHERS
Project Team
:
QA - Analytics
TND
WFM
Operations
QA
Designed the complete monthly refresher SOP for continuous improvement.
TNA
Training Need Analysis
Analytics shares the TNA on the basis of previous month Quality stats.
T&D draft training module and gets it validated from QA before delivering in training sessions
WFM schedules Pre/Post training sessions.
WFM also schedules during shift training esions if training hours are approved from clients.
T&D conducts the training sessions with collaborations of QA and Operations.
Analytics shares the effect realization on the basis of post training evaluations from internal and external QA teams
REFRESHER PROCESS CYCLE
TRAINING MODULE
SCHEDULING
TRAINING SESSIONS
EFFECT REALIZATIONS
Timeline: 1st week of every month
Timeline: 2nd week of every month
Timeline: 2nd week of every month
Timeline: 3rd week of every month
Timeline: Last week of every month
HOW WE DO IT?
Define
Measure
Analysis
Improve
Control
CSE Zong
QAE - Wateen
2015
INTERNAL REFERRAL PAYOUT PROCESS
The Referral Bonus Award was introduced to provide an incentive to employees who bring new talent by referring persons who meets requirement of position . This award program has been established for immediate lead generations that is also proved as beneficial in cost effective in comparison of other marketing tools.




Project Team
:
Recruitment
QA - Analytics
HR - ER/OPS
WFM
2015
AGENT PERFORMANCE TRAKKER
Introduced a tool through which CSEs and their leads can track their performance in real time along with a tentitive incentive amount till date.




Project Team
:
MIS
QA - Analytics
Full transcript