Quality Assurance
Our QA process ensures that all work produced is accurate and aligned with the expectations of the Australian financial services industry. Our quality assurance activities forms a large part of our larger Governance, Risk and Compliance Framework.
Technical Skill Assessments
All staff are required to pass formal technical assessments aligned with their role prior to being assigned to a client. These assessments are designed to validate role-readiness and ensure only qualified personnel handle client work.
- Each technical skill assessment is a practical test based on real-world scenarios that staff would encounter in their everyday duties.
- Assessments are customised to each role designation (junior, intermediate, senior) with a defined marking rubric to ensure objective evaluation.
- Staff are assessed on technical capabilities as well as their ability to communicate ideas, identify problems, and propose solutions clearly and effectively.
- All allocated Felcorp staff have completed the same assessments to establish a baseline standard. New recruits are evaluated against this benchmark to ensure consistency across the workforce.
- Conducted during onboarding by division managers.
Peer Review and Quality Assurance Audits
Felcorp applies a dual-layer quality checking process through structured peer review and independent quality assurance audits.
- Peer reviews are conducted by division managers prior to any work being sent to clients. These reviews verify that deliverables meet client-specific instructions, internal standards, and compliance requirements.
- Quality assurance audits are a randomised post-vet activity designed to monitor adherence to both the Client’s Standard Operating Procedures and Felcorp’s internal policies.
- QA audits assess file integrity, process compliance, and task execution consistency. Issues identified are escalated, logged, and addressed through structured reporting.
- Recommendations such as procedural updates, retraining, or corrective feedback are implemented as part of the audit resolution process.
- Amendment rates are also tracked to flag quality inconsistencies and are used in root cause analysis to support ongoing quality improvement.
Integrated Oversight and Workflow Management
Felcorp provides end-to-end visibility and supervision across all workstreams through a structured operational framework:
- Daily Statement of Work (SOW): End-of-shift summary showing completed, pending, and flagged tasks.
- Real-Time Task & Time Tracking: Airtable and Avaza platforms track task progress, turnaround time, and time allocation per task.
- Division Manager Supervision: All staff report to a manager who enforces timelines, approves task quality, and manages escalations.
- Exception Handling: Any tasks requiring client clarification or supervisor intervention are flagged and documented through exception workflows.
- Monthly & Quarterly Reporting: Clients receive detailed productivity and performance reports, including task completion rates, amendment metrics, and staff utilisation.
- Annual Strategic Review: Summarises operational performance, responsiveness, and quality trends to guide future resourcing.
Continual Professional Development (CPD)
Felcorp mandates ongoing skill development to maintain and advance staff capabilities.
- All staff must complete at least 40 hours of CPD annually.
- Training plans are updated bi-annually based on performance reviews and workflow data.
- Learning includes scenario-based simulation, policy refreshers, compliance modules, and new software onboarding.
- Training methods include live sessions, job shadowing, on-the-job application, and e-learning modules.
Internal Audit and Quality Governance
Felcorp integrates formal audit procedures and senior management oversight to strengthen quality assurance:
- Monthly operational checks to validate procedural adherence.
- Quarterly internal audits covering workflow integrity, policy compliance, and staff competence.
- Annual independent assurance reviews as part of Felcorp’s enterprise risk framework.
- Quarterly Risk & Compliance Committee meetings to evaluate quality incidents, mitigation measures, and ongoing QA effectiveness.
- Monthly compliance reporting integrated with client service metrics and incident tracking.
Structured Onboarding QA
Felcorp embeds quality assurance from the beginning of employment:
- All new hires undergo structured induction covering compliance policies, systems, and workflow expectations.
- Initial performance is monitored via technical assessments and SOW validation.
- QA logs are maintained throughout onboarding to ensure documented understanding and readiness.
Data Quality and Information Integrity
QA processes at Felcorp extend beyond deliverables to include data handling, storage, and transfer integrity:
- Tasks involving sensitive data follow our internal data handling procedures.
- Role-based access controls, audit logs, and encrypted systems are enforced for data management.
- Quarterly privacy and cybersecurity training is mandatory for all staff handling client information.
- System-level controls and secure communication tools prevent unauthorised access or data corruption.
