As the saying goes: “It is better to do it right, then explain why you did it wrong.”

At Dpro Technologies, quality is an ever-expanding goal - the better you are, the better you need to be and one needs to live up to getting better.

Quality is not just about implementing a set of processes or a methodology; it is more of an attitude where our staff are obsessed with maintaining the highest quality standards and delivering 100 per cent defect-free services to customers.

We respect our commitments to our clients in delivering solutions that incorporate precise and controlled working methods, consistent quality for each type of service delivered and a systematic use of processes that are then adapted to the individual objectives of each client.

We are regularly assessed by independent outside auditors who critically review our infrastructure, processes, training, philosophy, and HR policies. To ensure the highest possible quality of Support Services, Dpro Technologies has developed a robust Quality Management System (QMS) with a focus on ‘prevention’ rather than ‘correction’. Our QMS is supported by Quality Assurance and a comprehensive system of internal audits and Management Reviews. This is the key to Dpro's consistently high quality solutions - rigorous processes and checks combined with quality consciousness permeate our entire organisation.

Dpro's QMS consists of a managerial structure, specific responsibilities, activities, capabilities and resources that ensure our Support Services will have the desired quality factors. Quality factors are built into each engagement through a joint decision process involving both the customer and Dpro. The Quality Management System has the following broad-based activities:

• Auditing projects to ensure compliance with quality controls.
• Continuous review of the quality system and its improvements.
• Personnel development in the Quality Assurance (QA) area.
• Acquisition of trained/skilled resources for carrying out QA activities.
• Have channels to provide input to support improvement activities.
• Development of processes, procedures and guidelines.
• Development of dash-board reports to the project stake-holders.

The quality process is divided into:

• Data quality assurance, which is a quality measurement process to ensure accuracy of the data collected, updated and validated by an agent. This ensures that the error rates are within the service levels prescribed by the client.
• Call Quality Monitoring, which is a quality measurement process to evaluate and establish the quality of voice delivery for patient and insurance follow up. This is across the multiple parameters of customer support soft skills, product knowledge and resolution accuracy of an agent.
• Compliance Monitoring, which checks for adherence to legal and statutory compliance’s and conformance to client specified policies and procedures.
• Quality on Quality, which is a process to check the accuracy of the claims processing & call quality evaluation carried out by the Transaction Monitoring Officers who work in quality assurance processes.

Success is a journey and not a destination. Likewise, improvement of quality process is continuos, and marked only by milestones, never by completion! At Dpro Technologies, we realise the significance of quality and in order to fulfil our goal of self-evident quality, we constantly improve our deliverables to match the increasing expectations of our customers.