Performance in People (PiP) are currently in the midst of a record-breaking quarter. Following the success of winning new clients, and increasing existing client activity through mystery shopping and training programmes, PiP has been through a huge recruitment phase. We’ve welcomed 9 new staff members across our video mystery shopping teams at our Isle of Wight HQ to support with quality controlling and processing mystery shopping visits for our clients.
So, welcome to the PiP family!
From left to right: Rhiannon, Maya, Laila, Wayne, Emily, Oliver, Maya, Lewis, Freya
What is a Quality Controller?
It’s a crucial part of our operations – our Quality Controllers are responsible for reviewing completed video mystery shops before it’s made accessible to our clients via our online reporting platform (Vision), for onward coaching and staff development to improve customer service delivery.
What’s involved in the Quality Control process?
PiP complete in excess of 17,000 mystery shops every quarter. Each one of those is quality checked for things like camera framing, sound and picture quality, brief compliance, comment spelling and grammar, shopper credibility, etc. There is also a pre-agreed individual client questionnaire that is completed and scored by the Quality Controller to ensure consistency and accuracy in results.
Quality at every level: 99.97% accuracy rates!
Quality is imperative and of the highest importance at PiP. Thorough induction and regular on-going training, spot checks, and group scoring assessments are undertaken regularly within our teams. The quality standards implemented at PiP consistently delivers accuracy rates which are represented at 99.97% (equivalent to 3 question errors in 10,000 questions!)