Scott Weddle, director of quality assurance at HighPoint Global, wrote in a GCN article published Monday that government agencies can improve citizen experience by allotting resources and time to quality assurance.
Weddle said there are three best practices that could help agencies establish a functioning QA process and one is the use of separate QA contracts. “QA programs that are on separate contracts incorporate insight into how customer service representatives and their agencies are performing. In this type of contract, quality analysts are subject matter experts looking at whole processes,“ he added.
Another best practice is including QA professionals in the project's design phase. “QA teams can also help determine how to evaluate outcomes. They have insight into whether a metric is quantifiable or should be measured in a more narrative way,“ Weddle added.
Weddle also cited the importance of collaboration and how the practice helps create the best QA outcomes and prevent “thinking silos.“