What is Quality Assurance?

Definition: the maintenance of a desired level of quality in a service or product, especially by means of attention to every stage of the process of delivery or production.

Who is it for?

Clients
Clients deserve to have a quality experience. We want to make sure that people are getting the answers they want and feel that they are being treated fairly. It is not just about the transaction but also the interaction.

Employees
Employees want to know what the expectations are for delivering quality service or a quality product. They want to have representative measures for how well they are doing, examples of both expected and not supported behaviors, and to be treated in an equitable manner.

Management
Direct leaders would like to have data to share in order to give feedback to their employees. Client experience professionals want to have actionable items by which they can maintain or improve service. Learning and development personnel want to learn how to best train and reinforce positive behaviors.

Samples

Here are some quality assurance tools, samples, and items that I have utilized in my corporate and academic careers.