A Quality Assurance Platform that improved operational efficiency by 90%
A Quality Assurance Platform that improved operational efficiency by 90%
UX Research, Consulting, UX Design
2022
UX Designer
Project info
Scope
The client, a leading American credit card provider, sought to enhance their Quality Assurance (QA) process for sales calls by utilizing NLP (Natural Language Processing) to transcribe calls and effectively detect non-compliant sales practices by agents
Collaborating with another UX designer, I envisioned and crafted an integrated QA platform that effectively met the needs of users and the client
Impact
THE PROBLEM ➡
The current QA process for Sales Calls involves 2 steps & is extremely tedious
STEP 1 is completed by a QA Lead
STEP 2 is completed by a QA Tester
The current QA process for Sales Calls involves 2 steps & is extremely tedious
STEP 1 is completed by a QA Lead
STEP 2 is completed by a QA Tester
A team of 10 QA Testers in the US can evaluate only 400 Sales Calls per week
A team of 10 QA Testers in the US can evaluate only 400 Sales Calls per week
But the number of Sales Calls made per week exceeds 4,000 in the US market
But the number of Sales Calls made per week exceeds 4,000 in the US market
Sneak Peek
Sneak Peek
To avoid legal trouble from SEC, the client needed to urgently deploy a solution
To avoid legal trouble from SEC, the client needed to urgently deploy a solution
This urgency required a streamlined approach to swiftly implement critical features
This urgency required a streamlined approach to swiftly implement critical features
Introducing the first of it's kind NLP - Powered QA Platform
Introducing the first of it's kind NLP - Powered QA Platform
STEP 1 IS OPTIMIZED FOR THE QA LEAD
STEP 1 IS OPTIMIZED FOR THE QA LEAD
A QA Lead can allocate calls in less than 2 minutes using 'Smart Allocation'
A QA Lead can allocate calls in less than 2 minutes using 'Smart Allocation'
The QA Lead selects a week ending under 'Smart allocation' on the dashboard
The QA Lead selects a week ending under 'Smart allocation' on the dashboard
The system recommends an equitable allocation to each QA Tester based on their workload
The system recommends an equitable allocation to each QA Tester based on their workload
These features allow the QA Lead to prioritize other tasks relevant to their role
These features allow the QA Lead to prioritize other tasks relevant to their role
STEP 2 OPTIMIZED FOR THE QA TESTER
STEP 2 OPTIMIZED FOR THE QA TESTER
A QA Tester can evaluate a call 90% faster with the help of NLP & an intuitive UI
A QA Tester can evaluate a call 90% faster with the help of NLP & an intuitive UI
A list view of allocated calls, relevant filters and predictive search functionality
A list view of allocated calls, relevant filters and predictive search functionality
Makes it extremely easy for the QA Tester to find a specific call or a set of calls
Makes it extremely easy for the QA Tester to find a specific call or a set of calls
The Call Card is designed by identifying key data points defined by QA Testers
The Call Card is designed by identifying key data points defined by QA Testers
Presenting these data points upfront removes ambiguity about the nature of the call to be evaluated
Presenting these data points upfront removes ambiguity about the nature of the call to be evaluated
A QA Tester does not need to waste time identifying non-compliant practices
A QA Tester does not need to waste time identifying non-compliant practices
They only need to evaluate the non-compliances flagged by the system and provide a rationale
They only need to evaluate the non-compliances flagged by the system and provide a rationale
This system serves as a catalyst for QA Testers and boosts their productivity
This system serves as a catalyst for QA Testers and boosts their productivity
Continuous AI training will substantially enhance the QA team's evaluation accuracy
Continuous AI training will substantially enhance the QA team's evaluation accuracy
FUTURE SCOPE ➡
The platform's AI & NLP capabilities can transform it into a Sales Strategy Tool
The platform's AI & NLP capabilities can transform it into a Sales Strategy Tool
For now, desiging for the other identified user needs will ensure a holistic QA process of the highest standards
For now, desiging for the other identified user needs will ensure a holistic QA process of the highest standards
