Customer Care Analysis
Quality assurance means developing operational controls that will ensure that the results match the desired outcomes. Quality Assurance in customer service refers to the process of monitoring and grading representative interactions that will ensure a customer experience that is quality. Customer service operations are designed to keep customers satisfied while at the same time protecting the organization. The main goal of customer service is to help customers solve problems.
Therefore for this function to be carried out effectively, customer service has to be accessible, knowledgeable and reliable and deliver results. To ensure that customer service achieves it set goal quality assurance should be carried out as they apply to how the customers will be served best. Therefore quality assurance identifies the requirements and measures how well customer service is performing with respect to each other. In a nutshell quality assurance in customer...
This paper will look at the various regulations and requirements for internal and external quality assurance in customer service. Internal quality assurance is the driving factor in qualifications in the national framework and also within quality and management systems of organizations that are approved. The role, in terms of managing the assessment so that the customer service meets the set standards, is central in maintaining the confidence of the customers whenever services are provided. External quality assurance on the other hand enhance value as they ensure internal quality assurance are able to evaluate conformance with the standards that have been set by bodies such as NVQ.
NVQ code of practice sets out responsibilities for the NVQ awarding bodies…
