SaFi Bank Space : Quality Assurance Processes Collections

Establish and agreed standards to which the collections operates.

It is the execution of the code of conduct at work and is one of the key measures to which the department is rated.

Data Collections for Checking
Coaching and Correction
Results, Observation and Assesments.

Data Collections

Process to which information are collected for each collections tool in compliance to the requirements of the quality assurance e process. This shall be specific to the tools being monitored.

Data Collections Points;

Actual Collections of call interactions
- Call data Collected from Genesys interactions
- Call data Collected from submitted recordings from EXA.
Text Analysis (TBD)

Voice Collections (Internal and External)

Collection and sampling of at least 20 calls per representative per month.

DATA type	% of Evaluation
PTP	50%	10
Broken Promises	25%	5
Long and Short Calls	25%	5

*Timing of collections of the data needed is to follow a 30 day coaching and feedback cycle.

**Every week in a month a max of only 5 calls collected per representative covering the data type.

Compliance to the process will be measured using the components below:

Sampling Rate of calls to be done under the following conditions per representative;

Accounts that had a PTP and was kept
Accounts that had a PTP but was broken
Accounts that did not have a PTP or tagged as (Refused to pay or cases which are similar)
Calls longer than 10 minutes (Regardless of tagging)
Calls within the 5 minute duration (Regardless of tagging)
Calls shorter than 1 minute

*Passing rate for each call shall be standard at 90% to pass.

**Other collections process shall have different data thresholds. To defined

Coaching and Correction

After each evaluation a form shall br created for the benefit of each TL/Supervisors monitoring.

The expectation is;

Each evaluation is delivered as a coaching session for a representative.
The QA report and rating is delivered to the representative
An action plan is created and followed thru for the representative.
Timelines for execution and delivery are as follows;

Evaluation type	Coaching done by	TAT
Non-Critical items	TL/Supervisor	24hrs after receipt
Critical items	QA	24hrs after receipt

Non critical item Definition

Calls which has violation of the quality forms and standards but has no negative effect on client engagement.

Critical Items

Call that has potential negative impact to client engagement and/or regulatory items.

*External agency coaching shall be delivered as to per vendor group item. And shall be delivered by the assigned External Agency Manager or Agency Trainer/QA.

Collections Quality initiates

Regular Call calibrations/Call listening sessions
- Supervisors and Quality
  - Main focus is calibration of collections ratings and evaluation points.
  - To stress key areas of opportunity on managed team
  - Calibration on NPS status of teams and key areas of concern.
- Representatives and Quality-
  - To highlight best practices and awareness of quality items.
- External Agency Calibration
  - External agency calls will be reviewed to align with the Banks COC in terms of handling and customer interaction.

2. Publication of collections updates on the Loxon system.

Utilization of the collections systems as a one stop platform for process information (Knowledge base)

Cut line…

INTRODUCTION

About SaFiBank

SaFiBank is a thrift bank offering different products and services through online and offline channels, as listed below:

Savings Account
Pocket Accounts with or without locked in terms/period
Loans
Debit Card
Transactions <Bills Payments, ELoading etc>

SaFiBank’s Core Values:

Security - We are dedicated to keeping your money safe and secure. We keep your funds safe and secure with the best technology.

Growth - We are here to help you reach your financial goals. We believe everyone deserves access to safe, simple, and reliable financial services to help you reach your goals. We offer products and services that are designed to help you grow your money.

Simplicity - We keep things simple and fuss-free. We provide an easy and seamless experience for you at every touchpoint.

Customer Care - We care for your financial well-being as a friend would. We put our customers’ needs front and center. We empower our customers to take control of their future by giving you the best products and services.

Purpose

The Policies and Procedures Manual aims to provide a description of Collections Quality processes to serve as a guide for future administrators. The following objectives will be covered in this document:

To document the end to end instructions, policies, and guidelines in fulfilling Quality Assurance processes
To define the roles and responsibilities of concerned groups involved in Quality Assurance processes

This document cannot claim completeness, and is subject to development and regular review. Hence, as an additional objective, this document serves as a basic reference for future review.

Scope

This document will cover all Operations Quality Assurance activities and processes. The list of activities and processes are as follows:

Quality Organization Structure
Quality Evaluation
- Data Collections for Checking
Quality Calibration
- Coaching and Correction
- Quality Initiatives.
Dispute Process
Quality Sampling and Parameters
Quality Reporting (TBD)
Quality KPIs

Definition of terms (TBD)

QA Structure (TBD)

Roles and Responsibility

TQM
- The TQM is the main point person for the collections team in the areas of Training, Development and Quality.
  He or She is responsible for the development progress of the team/s. Identify monitor training needs in the organization. Design, plan and implement training programs, policies and procedures to move the unit to meet its assigned goal.
  He or She is tasked to ensure that there is a clear quality strategy that is scalable, effective and efficient in proactively steering the collections team in developing a working group that is effectively managing its assigned portfolio but still able to cater to the organizations goal of being able to provide better customer experience
Ensure quality framework is in place and is coordinated across stake holders
Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to the companies vision.
Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with the collections operations team to improve quality performance. Which would help support NPS/CSAT scores for the company.
Establish quality governance process and ensure effective communication and organization for collections.
Work with management on change management process, tools enhancements, and workflow amendments.
Proactively identifies opportunities and coordinates with different functions – operations, training, workforce, and reporting towards quality improvement
Drive investigation of highly sensitive issues affecting collections, working with different teams to understand why and what happened and what are the steps to insure that such shall be avoided.
Develop and mentor people, act as a career counselor and help create a high performing team (foster relationships, resolve conflicts, steer career development)
Prepare training materials and frame works for the continues improvement of the team

QA Specialist

QA Specialist

Collections trainer

Quality Evaluation

A.Data Collections