Quality Control and Assurance

CCM continually reviews its performance to ensure efficiency and adherence to our client's requirements. We remain engaged with key client personnel to review our processes and performance and to incorporate appropriate improvements. The review and adjustment phase of client integration continues throughout the term of the relationship.

Our Quality Control department diligently performs a structured process of monitoring and auditing our operations. We view our QC team as providing preventative measures, handling complaint investigations, challenging our processes and guaranteeing top rated performance services to our clients.

We have found that our ability to monitor, analyze and report our performance has helped us to continually elevate our performance standards.

Our QC team works in conjunction with the management team to ensure policies and guidelines are adhered to, while providing positive direction to agents to enhance their ongoing training and development.

Quality Auditor Mandates & Accountability

Our Quality Auditor plans and schedules internal audits. Auditors review manuals, procedures, contractual requirements, quality records, procurement documents, reports, and other documents related to the audit and quality assurance. The Quality Control Auditor analyzes process and problem data for trends and developing issues, makes recommendations on possible corrections, and reports findings to management.