Quality Assurance Department
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Everyone at Jackson makes quality their top priority.
Training:
We utilize a multi-level
training program that identifies key areas of strength and
attention. Contact Center Agents begin recruiting on consumer
project, and after achieving success in that arena, are offered
the opportunity to take any of our additional training classes
to advance their skills.
The only way
to make certain our recruiters are knowledgeable, comfortable,
and adhering to the professional standards we set is to give
them the proper training, so we take the time to do it right.
Recruiting:
In addition to standard briefings, validation and monitoring
techniques, we employ a two-part booking system before we consider
a potential respondent as "booked". First, the agent
must properly screen the potential respondent to make sure
they fit the criteria and quotas set forth by the client and
invites them to take part in the study. Once the respondent
has indicated their interest, they are required to pass through
a rescreening process which includes a "verification" script
as well as validation on key questions.
The Verifier ensures that there are no schedule conflicts, confirms
the details of the project (including any homework assignments,
pre-groups assignments and incentives) and validates the key
questions on the screener. Confirmation calls are handled by
a member of the quality team as well, to ensure respondents are
hearing the same voice when they are confirmed as they heard
when they were verified.
Facility guests:
Our Project Directors utilize a custom program we built to ensure all
details of each project are handled well in advance of our
clients' visit.
Once the information is entered into the initial screen, the
program then auto-fills the rest of the necessary paperwork -
sign ins, desk sheets, vendor order forms, etc. This way, information
only has to be entered one time to make sure everyone who needs
that information has it.
Even last minute requests can easily be accommodated by simply
updating the entry page, which feeds to every other page, creating a seamless interdepartmental information flow system.
Quality isn't a buzz word at Jackson; it's the way we work,
every day, in every department. And it's what keeps us a cut above.
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