Managing quality assurance for your remote teams

To lead a remote team well, a brand should adopt the best possible strategies that will keep the team productive, efficient and most importantly assured of quality results. The main objective of any quality assurance initiative is to ensure that the final offering meet a certain threshold of acceptability. With remote teams, maintaining quality standards become a challenge due to lack of face-to-face interaction- that involve critical interpretations with the frontline operation team. Not so much with Leapmax!

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Challenges faced by remote quality assurance teams for operational efficiency

The quality control team establishes certain planning and improvement strategies into the process that meets these quality parameters successfully. For instance, in the case of a contact center, the quality analyst through call monitoring ensures that agents provide the best service in line with the organizational objectives and to help improve agent performance. To perform the same under remote working circumstances the QA team requires a one-stop solution that consists of a live communication channel and works as a training management tool at the same time. And the major bottleneck organizations are facing is to find such a solution that will space the QA team to perform every role consistently under remote operation with a compact data security promise. Some of the main challenges the quality assurance team faces under a remote working situation:

Lack of one stop-solution that works both as a training management tool and communication channel

Publishing reports to capture a holistic view of business performance and trend

Need of a integrated and easily navigable knowledge management platform

Lack of real time monitoring to capture operational glitches in first-hand

Leapmax as a quality assurance tool and monitoring solution

From real-time employee monitoring to data security, Leapmax also works as a great training and reporting management tool that is specially designed for the quality assurance team to exercise each task easily.

Works as both remote training management tool and knowledge management platform:

Leapmax comes with all-new virtual classroom tools, so both onboarding training sessions to cascading certain product updates, every interaction is easy. Beside live virtual classes, Leapmax is also integrated with an LMS interference. With the help of visual guidance and decision trees, this knowledge management platform not only encourages self-learning among remote employees but also helps the quality assurance team to cascade updates smartly and effectively. Quality analysts and teams can leverage these tools to ensure that the right information, reaches the right user to enhance productivity and quality of interactions.

Publishing reports is easy with single page dashboard viewing facet:

Leapmax allows its users to upload and publish pertinent reports and records that help the management get a holistic view of business performance and trends. Quality management is made easier and the team can publish daily and monthly reports of every operational process easily. For example, under the contact center, the QA team can upload required call-quality sheets, that are determined by performing audits of activities made by agents with customers.

Another perk of the report management tool for quality assurance is its single page dashboard viewing option. This makes the quality assurance team share reports with other team members effortlessly and also makes them draw the attention of every higher management member with the analytical view of every report simultaneously.

Integrated live chat tool:

With other really useful facets, Leapmax has an integrated live chat channel that caters both individual and group level conversations. A live conversation channel among remote workforce enhances integrity and collaboration among employees. And just like other teams like operation, HR, etc. the quality assurance team can communicate with each employee individually through this channel. And the best part is, your remote team doesn’t require any separate login credentials to use this live chat tool.

The quality management team can cascade any announcement or important notification of every user’s Leapmax platform through flasher or banner messaging. Last but not the most important part is, whether it is report publishing or live chat within users, every feature being an integral part of Leapmax, makes it both safe and fast at the same time. That’s why Leapmax with its great coherent and AI-based workplace security features, leverages the remote working quality team to perform their every function at the same pace, just like they operate under office premises.

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Using the best of AI, Leapmax – a Work From Home Solution, houses feature sets that can ensure the productivity, security and efficient management of a remote workforce from one integrated platform.

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2nd Floor, 76-B, Phase IV, Udyog Vihar, Sector 18, Gurugram, Haryana 122001 Email: info@leapmax.ai

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