Quality Assurance

QA Team make concerted efforts towards value creation with customer centricity; leveraging digital tools to embrace future readiness to ensure error free service delivery to TSL & TS Group Companies

To align with the organization's goal to become best in class Global Business Services Centre and to ensure vigilance towards transactions processed from control & compliance perspective, the Concurrent Audit and Quality Assurance (CA & QA) team was formed and it embarked on the journey to ensure error free, robust & continuous process improvement to deliver quality output and enhance customer experience

Purpose

Achieving the organization's requirements

Standardization of processes

Consistency of Service

Continuous Improvement

Streamlining of systems & processes

Identification & Mitigation of Risk

Error free transaction processing

Collaboration & Calibration

Risk Management & IFC Compliance

Objective

Meeting agreed requirements between organization and customer

Fulfilling legal requirements/compliances

Deployment of analytics based Quality Assurance Tool & Dashboard

Use of emerging technology - RPA & Gen - AI

Continuous engagement with Cross Functional Team

Driving and strengthening Management of Business Ethics deployment

Quality Assurance through Data Analytics

Cutting Edge Technology -Transition from manual based QA process to Data Analytics based approach with QA Tool

Type of Analytics methodology used in QA Tool

Descriptive

  • Over 100 Risk Scenarios & 200+ analytical tests for exception generation
  • Reviewing exceptions and reporting

Diagnostic

  • Identifying Root Cause
  • Calibration/ Collaboration with key stakeholders
  • Process/ Area wise Review

Predictive

  • Predict potential Risks
  • Automate new risk scenarios
  • Checking feasibility of automation in SAP & Dashboard
  • Gauge people related Knowledge Gap

Prescriptive

  • Sharing OFIs(Opportunity for Improvements)
  • Recommending System Enhancements & Process Improvements

Key Improvements in Quality Assurance Function

Improved Focus and Coverage

QA Team is able to validate 100% of the transactions (except FI/Manual) on near to real time basis with varied data analytics

Digitization of Concurrent Audit and Quality Assurance process

Reports generated on real time basis to prevent materialization of risks

Higher assurance to stakeholders including positive assurance through process standardization & consistency of data control and hereby provide comfort to Internal and External Auditors


Individual Case Management

System based Continuous Audit solution for Concurrent Audit & Quality Assurance

Workflow based solution for keeping data/records for analysis and representation

Handling exceptions end to end and resolving individual cases through workflow-based case management functionality

Descriptive, Diagnostic, Predictive & Prescriptive Analytics


Deep Issue Insights

Benchmarking with Shared Service Industry best practices/ standards on various controls

Strengthened IFC, Risk Management & other compliances

Focus has been shifted from analysing transactions for sampling to analysing the exceptions for validating Non-Conformities

Positive assurance is provided to the management with respect to the KRIs that has generated Zero Non-Conformities


Increased Efficiency

Agile & Process driven Advanced Analytics Tool based Audit

Central repository of defect available on need-based frequency

Increase overall efficiency, transparency and reduced time spent on lower risk & less complex areas