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ISO is the acronym for the “International Organization for Standardization” based in
Geneva, ISO is a network of the national standards institutes of 146 countries, on the
basis of one member per country, with a Central Secretariat in Geneva, Switzerland,
that coordinates the system
ISO Audit
Quality management
is concerned with
getting things right.
quality
The way in which an organisation plans to manage its business operations so that it
delivers quality products and services is specified by its Quality Management System
(QMS). A QMS is a vehicle for delivering quality management; it defines the organisational
structure, responsibilities, policies, procedures, processes, standards, and resources required
to deliver quality products and services.
There are three major aspects that require proactive management, namely:
· establishing what the business or service should be offering or doing.
· defining how it should be done.
· evaluating what can be done to improve the processes and service product offerings.
Quality Policy of AXA
Department
Level
Level 3 documentation
Processes Applicable for individual department
Update
Mission Statement of AXA BS: To provide sustainable competitive advantage to AXA group by managing high
quality, reliable and cost effective business process services.
Your job duties: involve you to be able to do telemarketing for 2 products – Recovery and Cash Back from the
AXA PPP Healthcare, budget healthcare range of products, on various campaigns, with specified targets & ensuring
Quality through script adherence.
Training: 4 weeks in total, 2 weeks – Pre-process / Soft skill training & 1week : Product knowledge & regulations.
Following 1 week – Mock calls / certification & side jacking / buddying in ( On the job training ). Product
knowledge test done followed by certification call.
Documentation: All sales are documented with the quality status on the CC-Agent tracker available on the shared
J:\Call Center\CCTeam Reports. This is updated on a real time basis. Also, daily dialer performance reports are
maintained, and shared with you, and a weekly report for the team and individual performance is sent out to you
with status on where we stand against targets. Monthly performance data shared as against internal targets specified
as an average( as no definite and consistent targets are specified by the clients at PPP, and this depends on the
campaigns/lists dialed).
Quality: All sales are monitored 100% for Quality check on the same day itself. Also, introduced quality check of
non-sales calls to ensure compliance, with sample size of 1/agent/week. Monitoring done, and scored, feedback
provided as needed, with corrective actions.
KM: Further documentation is available for your reference on the shared drive – J:\Call Center for training
materials / literature. You also have access to the Knowledge Management folder, for the PPP Telemarketing team
which has all the information stored as well. Further to this, you can access all product related queries / information
from the AXA BS- home page – Intranet -> to AXA PPP Healthcare products range respectively.
SLA: Is available with PLs and TLs respectively .
What needs to be done !