QUALITY ASSURANCE - Spot Check

QUALITY ASSURANCE - Spot Check

Latest update: 7/9/2025

This guide outlines the process for conducting quality spot checks whenever an error is identified. It is designed to promote consistency, accuracy, and uphold high standards across the services we provide to our RFs. This process applies to all team members within CSP to ensure a shared commitment to quality and continuous improvement.
The QA applies to the following tasks:

  • Deal Creation & E-list

  • Submissions to INS

  • Calls & Follow-Ups

    • Unresponsive ADJ/Manager Process

  • Highlighting

  • Reviewing CSP Estimates (applies to AM)

  • Closings (applies to AM)

  • Updating System/s

Reminder: The CX Unresponsive ADJ/Manager process must be followed by all CSP employees except for Sr. AMs (Vannesa, Jason, Sarah) only if their Velocity is faster than CSP’s 90-day Average Velocity.
STEPS: 

  1. Anyone who finds an error on a task should reach out to Gabby/Hanna to let them know. Follow the normal tasking for deals.

    1. You may either create a CRM Note & Task for Gabby/Hanna or feel free to reach out via Cliq or email.

    2. If needed, the deal owner is free to correct the error herself. In this case, she will take a screenshot or document the error for Gabby/Hanna's review.

  2. Gabby/Hanna will QA the task. If there is an error, they will fix it, create a CRM note about their findings, and update the tracking sheet. Then task the Operations Manager to review the Deal.

  3. The Operations Managers(OMs) will review the Deal, provide feedback to the AM/Admin during their 1:1 sessions, and discuss the following action plan:

    1. For AMs who got QAd: If there are dispute with the markdowns, bring it up during your 1:1 sessions/coaching session with your OM.

      1. TSCM (Ivy and Irish) will review the markdowns and validate the dispute.

    2. Once an error has been identified, the AM/Admin will be QA’d the next 3 times she performs that type/category of task.

      1. For these 3 tasks, the AM/Admin should enter them in the AM Tracking Sheet and create a CRM Task for Gabby/Hanna to QA.

  4. The Training, Support, and Coordination Managers(TSCMs) will do the QA for Gabby and Hanna if there are errors reported under their name.


PROBATIONARY PROGRAM:


Who will be enrolled in the Probation Program?

  • After the 3 QAs are completed, the AM/Admin will meet with her OM to discuss the results.

  • AM/Admins who fail 1 (or more) of the 3 QA’s will be included in the Probation Program.

  • Once they enter the Probationary program, they will be guided by OMs and the TSCMs.

  • AM/Admin will have a 30-minute refresher on a certain topic with which they are having challenges.

What is the process?

  1. AM/Admin in the Probation Program will be QA’d on their next 5 tasks in ALL categories (not just the category where the error was found).

    1. The AM/Admin should input the Deals with tasks performed (1 task per day different category) into the AM tracking sheet, and then create CRM Tasks for Gabby to QA.

    2. Gabby will work on doing the QA.

  2. If an AM/Admin passes 5 consecutive QAs for ALL tasks, they will graduate from the probation program.

  3. If an AM/Admin fails 1/5 spot checks in any task category, they will be subject to additional consequences, including possible reassignment of their own deal, or will not be eligible to get a new claim/RF, or will be removed from their current projects.

    1. AM/Admin will be coached by the OMs, and OMs will provide a solid action plan to avoid any errors in the future.

    2. OMs will increase the 1:1 session to 2x a week.

    3. The TSCMs will also conduct a targeted training/refresher to guide AM/Admin.

    4. AM/Admin will work on their task in a room together with a tenured AM/TSCM.

  4. Additional consequences if AM/Admin fails 1/5 QA.

    1. Another 10 consecutive (spot check on a specific category where they failed during the Pro-B).

    2. If they fail 1/10, endorsement to OMs will follow.

    3. OM will ask for AM/Admin’s commitment.

      1. Their expectations - Asked for a solid commitment on what should happen and what help they need to perfect a task.

      2. OMs will discuss the commitments during the QA Weekly meeting with the Leadership Team.

      3. If commitment is not being met, it may lead to a possible termination of their employment with CSP.

      4. If met, clean slate.


If you have any comments, feedback or questions, please let us know—we greatly appreciate your input: GOOGLE FORM

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