This article forms part of our How Our BPO Service Works page, our complete guide to working with Felcorp Support.
Felcorp's peer review process is not an optional layer or a periodic spot-check. It is a structured, systematic review of every specified deliverable as per our service agreement to ensure performance standards are contractually met.
When performance is not black or white, misalignment and misunderstanding soon underpins the entire engagement. Reviewing all key deliverables forces a pass or a fail status.
What Peer Review Involves
Peer review means that every specified deliverable is reviewed by the Quality Assurance Team who are independent of the staff member who produced it. The reviewer checks the deliverable against the documented process standard and the example quality benchmarks established during onboarding.
The review examines:
- Accuracy: whether the calculations, data entries or outputs are correct relative to the source inputs
- Completeness: whether all required components of the deliverable are present
- Format compliance: whether the deliverable meets the format and presentation standard specified
- Process adherence: whether the documented workflow was followed correctly including timesheet and budgeted hours.
- SLA Adherence: whether the job has triggered a breach of SLA such as turnaround time or budgeted time blowout of a key deliverable.
Where the review identifies an error or deficiency, the deliverable is returned to the staff member for correction before the QA report is finalised. The client receives a corrected deliverable, not a flagged-error report that requires the client to resolve.
QA Reports: What Clients Receive
Every specified deliverable generates a QA report. This report documents:
- The deliverable reviewed and the date of review and by whom,
- The actual time the staff member spent completing the deliverable
- The outcome of the review, passed, corrected or escalated
- Time taken by the manager to perform the review
This reporting serves two purposes simultaneously. It provides the client with evidence that quality assurance has been applied and it produces the time-tracking data that feeds into the monthly reporting cycle. This enables comparison of actual time spent against the budgeted time estimated for each job type.
Time Tracking Within QA Reviews
Accurate time tracking of deliverables is built into the QA review process rather than treated as a separate administrative function. Every job the staff member completes has an actual time record attached to it by the time the QA report is finalised.
This data becomes progressively more valuable over time. In the first months of an engagement, estimated times for each job type are approximations. As actual time data accumulates, the estimates are refined and the comparison between actual and budgeted time becomes a reliable performance metric rather than a rough guide.
Engagements where job time is tracked accurately are also easier to scale. When the client wants to increase the scope of the engagement, Felcorp can use historical time data to model the capacity impact of adding new job types rather than relying on estimates alone.
Real-time time tracking certainly does require a lot of process and discipline in management. However, there is no data metric quite like time. Performance can only really be measured as a product of quality and time. Without time metrics, there really is no quantitative method to evaluate performance.
Tobias Fellas — Founder & CEO, Felcorp Support
FAQs
Does QA review slow down turnaround time?
The peer review step adds sometime to the delivery of any individual job but it rarely does not affect turnaround times. That time is built into the turnaround expectations set during onboarding. In practice, the reduction in rework from catching errors before delivery consistently produces a net improvement in the effective turnaround time experienced by the client over the course of an engagement.
Which deliverables are subject to peer review?
Specified deliverables that are designated during onboarding and specifically stated within the SLA engagement process are requiring QA review. The scope of what constitutes a specified deliverable is agreed between the client and Felcorp at the start of the engagement. If the scope of deliverables changes, the QA framework is updated to match.
What happens if a recurring error pattern is identified in QA reviews?
Recurring errors identified in QA reviews trigger a training review. Felcorp management will identify whether the root cause is a process understanding issue, a system issue or a capability gap, and address it through targeted retraining. The QA report history provides the evidence base for identifying patterns that one-off errors would not reveal.
Next Steps
- Read How our BPO Service Works to see how QA reviews fit into the complete eight-step operation
- See our commitment to quality for the broader quality assurance framework
- Start with a BPO Services Trial to experience the QA process on real work before committing to a full engagement
