⬅️ Back

Overview:

Proposed Work

The proposed work involves developing an in-house auditing software, specifically designed for Ditto's needs. The software will streamline the quality assurance (QA) process and improve advisor performance. Key features include:

  1. Point-Based Evaluation: Implement a point-based system to evaluate advisors based on qualitative and quantitative metrics, ensuring consistent and fair evaluations.
  2. Automated Audit Selection: Automate the selection of calls and chats for auditing based on predetermined criteria, saving time and effort for the QA team.
  3. Feedback Management: Provide a centralised platform for QA team members to input feedback, promoting consistency and easy access for advisors.
  4. Report Generation: Generate comprehensive reports and analytics to gain insights into advisor performance, trends, and areas for improvement.
  5. Leaderboard and Recognition: Create leaderboards based on advisor scores, fostering healthy competition and motivating advisors to excel.
  6. User Roles: Define user roles and permissions for QA team members, admin/manager, and advisors to ensure appropriate access and security.

User Roles and Persona

User Role Name Age Background Goals Pain Points
QA Audit Team Member Sarah 24 Sarah is a dedicated member of the QA audit team at Ditto.
Sarah is detail-oriented, analytical, and has a strong understanding of the insurance industry Sarah's primary goal is to assess advisor performance accurately and provide constructive feedback for improvement. She aims to maintain consistency and fairness in the evaluation process Sarah often faces challenges in managing a large number of audits manually, which can be time-consuming and prone to errors. She feels the need for a centralised platform to streamline the auditing process
Admin/Manager David 32 He has a strong understanding of quality assurance methodologies and is focused on optimising team performance and ensuring high-quality customer consultations. Key goals include managing user roles and permissions, monitoring overall QA performance, and making data-driven decisions. He wants to have a clear overview of advisor evaluations, generate comprehensive reports, and recognise top-performing advisors. David finds it challenging to track and manage the auditing process manually. He wants a centralised system that streamlines audit selection, feedback management, and reporting to enhance efficiency and make informed decisions
Advisor Aditi 26 She is dedicated to providing accurate and reliable guidance to clients, building trust and maintaining customer satisfaction. Aims to improve her performance, enhance her skills, and receive timely feedback to better serve clients. She also wants to track her progress, understand her ranking on the leaderboard, and receive recognition for her accomplishments. Finds it difficult to access and track her evaluation scores and feedback due to the lack of a centralised system. She desires a user-friendly platform where she can view her performance metrics, monitor her progress, and receive feedback in a timely manner.

User Roles: