Performance in People - Mystery Shopping


A day in the life of a Quality Controller

Friday 25th January 2019

The job of a Quality Controller (QC) at Performance in People (PiP) is a varied one; there is no ‘normal day’ at work for me. One day I could be watching a car showroom visit or observing a booking of a summer holiday and then the next I may be watching an eye test or being shown around a new home. There are many tasks I have to do to ensure the quality of work provided to the client is of the highest standard.

My day generally starts by getting into work early enough to have a cup of coffee before booting up my computer and looking at what the day has instore for me.

When I’m reviewing footage from the video mystery shops there are a number of things I have to look out for including: the mystery shoppers picture, sound, framing quality and brief compliance as well as the member of staff’s customer service / process performance. Another element that I have to take into account is how well the member of staff has scored on the Behavioural Measurement Score® (BMS®) metric.  

BMS® is PiP’s unique measurement tool that is used by world-class brands to objectively measure the behavioural performance of customer facing staff. A common misconception is that the mystery shoppers score BMS®. PiP’s dedicated team of QC’s take on this responsibility as they are experts in this field and ensure every visit across the board is marked consistently.

To ensure all QC’s are marking BMS® on the same level, PiP’s dedicated BMS® Manager holds monthly audits where all Quality Control teams watch and score the same visit before discussing in a group in an open forum. These meetings are important to help maintain a high standard of work and align BMS® marking so all visits are scored to the same standard. Each QC also has their BMS® scoring regularly spot checked and receives in depth feedback in regular 1-to-1 meetings.

Once I have marked a visit, I provide direct feedback to the mystery shopper. This communication is important as it enables me to acknowledge areas of the visit they have completed really well and also highlight any areas that they may need to improve in future visits. When a mystery shop visit is recognised as great performance and demonstrates a number of BMS® characteristics really well, I log this on to the clip log. These clips can be useful for supporting client training workshops and in the creation of visual compilations. Compilations are valuable for showing clients a fair and accurate overview of the staff performance in their mystery shopping programme.

Finally, the completed report and video footage is uploaded to PiP’s online reporting platform, RESPONSE. The client will receive a notification when the footage has become available and they can review this with the featured member of staff before conducting a 1-2-1 coaching session.

Mystery Shopping | Training | Audits | Customer Surveys

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