 Quality Assurance KPIs List

• Designs and uses performance measures to drive and monitor organizational performance, and evaluates the results in relation to strategic and business plans.
• Develops and deploys the quality plan effectively – Develops and deploys the quality plan and ensures that it is documented and accessible throughout the organization. Documents include but are not limited to policies, procedures, work instructions, forms necessary to meet business requirements and quality system standards.
• Develops and monitors the quality mission and policy and ensures alignment with the organization’s broader mission.
• Develops systems to capture customer perceptions and experiences – Develops systems to capture customer perceptions and experiences using a variety of feedback mechanisms (e.g., complaints, surveys, interviews, warranty data), and uses customer value analysis, corrective actions, etc., to measure and improve satisfaction.
• Evaluates current resources to ensure they are available and deployed in support of strategic initiatives. Identifies and eliminates administrative barriers to new initiatives.
• Represents the quality function in support of strategic plan deployment, and ensures that the voice of the customer is addressed throughout the process.
• Selects, interprets and applies quality management tools effectively – Selects, interprets and applies quality management tools (Pareto charts, cause and effect diagrams, flowcharts, control charts, check sheets, scatter diagrams, histograms, root cause analysis, PDCA, six sigma DMAIC model, failure mode and effects analysis (FMEA), statistical process control (SPC), brainstorming, design for six sigma (DFSS), affinity diagrams, 5Ss, Kanban and value stream mapping) in various situations.
• Uses basic HR management techniques effectively – Uses basic HR management techniques for employee selection and professional development including coaching, setting goals and objectives, conducting performance evaluations, providing recognition, etc., and ensures that quality responsibilities are present in job descriptions throughout the organization.
• Uses knowledge management techniques effectively – Uses knowledge management techniques to identify and collect internal knowledge and best practices, to understand and share lessons learned, and to adapt and use such knowledge in new situations. Identifies typical organizational hurdles that must be overcome in order to implement these techniques and develops strategies for eliminating barriers.
• Uses various change management strategies to overcome organizational roadblocks and achieve desired change levels, and review outcomes for effectiveness.
• Uses various tools and techniques effectively – Uses various tools and techniques to identify and prioritize customer needs and expectations, including the voice of customer, house of quality, quality function deployment (QFD), focus groups, customer surveys, etc.
• Uses various tools to evaluate the effectiveness of the quality system, including balanced scorecard, management reviews, internal audits, feedback from internal and external customers, etc.

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• Manage Inputs – Work with suppliers to help formulate quality standards for the goods.
• Train Employees – Ensure that employees working in production are aware of quality requirements, quality assurance managers provide training in best practices.

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• Identify quality assurance process bottleneck and suggest actions for improvement.
• Investigate product quality in order to make improvements to achieve better customer satisfaction.
• Oversee continuous improvement projects.
• Plan, create and manage the overall Quality Planning strategy.
• Prepare and present reports and metrics to Senior Management.
• Test current products and identifying deficiencies.

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• Product value – We endeavor to increase the value and relevance of our products and services in the lives of our customers.
• Customer Complaints – We endeavor to reduce customer complaints by enhancing after-sales service and product quality to ensure greater customer satisfaction.
• Safety standards – We endeavor to improve product safety by ensuring compliance with all national and international safety standards and certifications.
• System wide defects – We endeavor to reduce system-wide product defects by identifying and addressing recurring issues to minimize costs and waste.
• Requirements completion – We endeavor to improve the timely completion of product requirements to ensure smooth delivery within deadlines.
• Development completion – We endeavor to improve the quality assurance department’s ability to innovate and adapt QA procedures to meet customer demands.
• Test plan coverage – We endeavor to improve the test plan coverage by ensuring comprehensive testing, including system, integration, regression, and user acceptance testing.
• Change risk analysis – We endeavor to improve change risk analysis by identifying and mitigating risks in the application testing process to ensure effective test plan adjustments.
• Test execution risk – We endeavor to reduce the risk associated with test execution by enhancing the tracking of actual testing steps to ensure comprehensive application testing.
• Defect management – We endeavor to improve defect management by detecting and preventing flaws during the early testing stages to enhance the quality assurance process.
• Ability to communicate clearly – We endeavor to improve QA analysts’ ability to communicate clearly with employees and management, ensuring effective performance monitoring and reporting.
• Eye for detail – We endeavor to improve the QA analysts’ attention to detail by enhancing their ability to identify critical information amidst complex data.
• Coaching capabilities – We endeavor to improve coaching capabilities among QA analysts to strengthen their ability to mentor and train junior staff effectively.
• Capacity to empathize with agents – We endeavor to increase QA analysts’ capacity to empathize with agents, fostering better collaboration and understanding in call center environments.
• Fast learning and adaptability – We endeavor to improve QA analysts’ ability to learn quickly and adapt to company goals, working methods, and team behaviors.
• Authored tests – We endeavor to increase the development of authored tests to align with new business requirements during the software testing process.
• Automated tests – We endeavor to increase the number of automated tests to optimize testing processes and reduce manual testing efforts.
• Passed tests – We endeavor to improve the percentage of passed tests, ensuring higher success rates in the software development lifecycle.
• Reviewed requirements – We endeavor to increase the number of reviewed requirements, including test cases, end-user documents, technical specifications, and business requirements.
• Tests executed – We endeavor to increase the number of executed tests to ensure thorough testing and engagement by test engineers.

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