It's easy for any customer who engages with QuScient to understand and appreciate our customer-focus. Ownership starts at the top. Every outsourced program / project to QuScient is "owned" internally by some one in the leadership team. They are available 24x7 for escalation of any issue related to a program.
Every outsourced program / project to QuScient has a assigned Account manager. Account managers are responsible for delighting the customer and maintaining a happy workforce. The Account Manager becomes the one point of contact to monitor high-quality delivery, productivity improvements and customer satisfaction.
A typical program may involve the following QuScient resources:
Account Manager: The one-point of contact for the customer. While this will be an off-shore position majority of the cases, in some cases where the program or project is sizable the position may be created on-site.
Team Leaders: They are the process owners, responsible for maintaining service-levels in each process. Small clusters of specialized teams are managed by Team Leaders.
Reviewers: Quality is serious business. Reviewers do independent audit of all the work done by the teams and follow a pre-defined error escalation and resolution process.
Domain Expert: High-level input and advice on domain related issues / knowledge.
Process Expert: Mandated with continuous improvement of process and productivity.
Our project management processes are in line with the best practices in the Industry and addresses the complete project life cycle for:
Project planning
Project monitoring, reporting and review mechanisms
Risk management
Issue escalation and resolution
Internal communication
Communication with client managers
We use custom built tools for project management and quality control purposes.
