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…
Reviewing mystery shop footage
When I’m reviewing footage from the video mystery shop visits there are a number of things I have to look out for including the mystery shoppers picture, sound and framing quality, brief compliance and the member of staff’s customer service and process performance. Another element I have to take into account is how well the member of staff has scored on the Behavioural Measurement Score® (BMS®) metric.
Scoring staff behaviours
BMS® is PiP’s unique award-winning 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®. However, it’s PiP’s dedicated team of QC’s who take on this responsibility. They are vigorously trained and monitored in scoring BMS® to ensure every visit is marked consistently against our prescribed characteristics and definition library.
Ensuring BMS® is scored fairly and 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.
Providing feedback to Mystery Shoppers
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 where they could do even better in future visits.
Clip logging great and poor clips
When a mystery shop visit is recognised as a particularly stand-out great performance and demonstrates a number of BMS® characteristics really well, I log this onto the clip log – similarly with particularly poor examples too. These clips can be useful for supporting client training workshops and in the creation of visual compilations and best practice clips. Compilations are valuable for showing clients an overview of staff performance, compiling clips from their most recent round of mystery shopping activity into a concise film (usually around 5 – 10 mins).
Uploading footage and results for client review
Finally, the completed report and video footage are uploaded to PiP’s online reporting platform, ‘Vision’. 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.