Using insight to improve quality

Our Insight platform provides you with the tools to monitor and improve the quality of people and processes, and provide effective oversight of key customer outcomes and business quality benchmarks.

Within the Financial Services market there is a heavy regulatory and compliance requirement to ensure the business operates in a compliant and legal manner.

Firms must adopt appropriate systems and control to protect consumers, manage conduct risk and mitigate reputational damage.

The quality of your people and business processes are fundamental to the ongoing success of any business. At Redland, the ability to improve the quality and integrity of your people, and business processes is embedded within our technology platform ‘Insight’

IMPROVING QUALITY


Insight improves individual and process quality by providing:


    • People specific KPIs and business defined Red Amber Green ‘RAG’ rated risk assessments.
    • Integration with existing systems and data feeds to provide a single picture of people’s performance, compliance, risk, conduct and competency.
    • Effective risk based approach to Business Quality Checking rules
    • Comprehensive Case checking process management
    • Consistent distribution of policy across the business
    • Auditable and robust record keeping and version control
    • Powerful integrated workflow and e-mail notifications
    • Identification of individual and business development needs
    • Support for Continuing Professional Development
    • A pro-active culture towards meeting compliance requirements
    • Removal of manual data collation points and errors

Manage related compliance processes through Redland technology such as:


    • Fully compliant Complaints process management and reporting
    • Financial Promotions management
    • Remuneration Regulations (REMCODE STAFF)
    • Training scheduling and booking management
    • Recruitment process control
    • Generic Case Management to support many existing business processes

    Quality Checking

    Quality checking is of the utmost importance when it comes to delivering financial services. Banking and finance regulations have become increasingly more stringent over recent years, as part of attempts to boost customer confidence and trust in the industry. Quality checking systems enable your business to meet its compliance obligations and prevent costly mistakes.

    Mitigate Risk and Improve Decision-Making

    Systems for quality checking can help finance and banking institutions and organisations to mitigate risks and help them make better, more informed decisions. It’s essential that you do all you can to ensure staff are providing the courteous, professional service that is expected of them, whilst making sure they are complying with the latest industry rules and regulations.

    Accuracy and Objectivity

    Quality checking software can help you identify which of your processes are working whilst telling you which ones require improvement. The right solutions can provide you with the accurate, objective data that you need to make you more confident in your processes and continue to improve your services. Systems are available to meet a comprehensive range of compliance and quality assurance requirements. The right software can work with your call monitoring solutions seamlessly and provide in-depth analytics to help you make the right choices for your business and protect your reputation.

    Adapt To Market Rules and Needs

    Regulated firms are required to adapt to ever-changing market requirements quickly. Quality assurance processes can help you identify issues swiftly and make immediate responses to minimise risk and keep your business on track. Enabling everyone working for your business to communicate easily, your quality assurance processes can connect your internal data with your quality assurance practises and enable you to optimise the quality of your customer interactions and meet all industry expectations whilst boosting productivity and the image of your business.

    Protect Your Reputation

    The Insight platform supplies businesses with the tools they need to monitor and boost the quality of both people and processes, enhancing the standard of key customer outcomes and helping businesses to behave in a compliant fashion. The platform is designed to protect the interests and trust of customers and enable businesses to avoid reputational damage. Insight provides people-specific KPIs and is able to integrate with existing systems to offer a holistic picture of performance, competency, conduct, risk and compliance. Allowing for comprehensive case checking process management, it offers e-mail notifications and enables policies to be distributed equally across your business. Another key attribute is its ability to remove reliance on manual date collation points and error.

    The Purposes of Quality Assurance

    It’s vital that businesses don’t underestimate the importance of quality assurance. Quality assurance can be the key to keeping customers on your side, attracting new ones and protecting your reputation. It can also give you a real edge over your competitors and help you avoid penalties from regulators. Quality assurance is all about ironing out flaws from your services and ensuring they are fit for purpose. Contact Redland for more information on quality assurance best practice.

“The implementation project ran very smoothly, to time and budget. We don’t expect software projects to run like this!”

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