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Quality Assurance KPIs List

Product Quality Assurance KPIs applies to the director of quality assurance, quality assurance manager, and quality assurance engineer. These effective KPIs assist in measuring the predefined levels of quality through every stage of product development.


Director Quality Assurance Job Responsibilities

  • Applies techniques – Applies techniques that support and sustain employee enthusiasm, and implements strategies that enable parties with different or opposing outlooks to recognize common goals and work together to achieve them.
  • Designs and conducts supplier audits evaluate corrective and preventive action plans provides feedback and monitors supplier performance for process improvement.

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  • 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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Quality Assurance Managers Job Responsibilities

  • Analyze Data – Review statistical data from the production lines to identify quality problems.
  • Lead Teams – Supervise teams of inspectors who carry out the detailed assessment of products and their components at different stages of production.

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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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Quality Assurance Engineer Job Responsibilities

  • Collaborate with the Product Development team to ensure consistent project execution.
  • Collect quality data.

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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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Quality Assurance Objectives

Quality assurance objectives are designed to measure how well the company maintains its desired service or manufacturing levels. The higher the quality of the products or services, the greater the potential for growth and profitability. On the other hand, the lower the quality, the worse the company’s performance.

  • Efficiency indicator – Productivity – This KPI is responsible for measuring how many resources are needed to carry out production. It aims to identify wastes that can be avoided to allow greater productivity. The lower the metric, the greater the company’s quality and efficiency.
  • Impact indicator – Customer satisfaction and fidelity – This KPI tracks and measures customer satisfaction levels with respect to the quality of the products sold or the quality of the customer service rendered. The higher this metric, the greater the quality, and the happier the customers.

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  • Effectiveness indicator – Value – This KPI tracks and measures the influence and relevance of what you offer in your customers’ lives. The higher this metric, the more significant the impact of your brand’s products and services on your customers.
  • Customer service indicator – Customer Complaints – This KPI tracks and measures your customer after-sales service levels by looking at the number of customer complaints. The lower this metric, the lower the number of customer complaints, and the happier your customers are with your brand’s products and services.
  • Safety indicator – Quality – This KPI is essential as it measures and tracks the effect your company has on customers’ health or physical integrity. In other words, it verifies that your product meets all safety measures and certification requirements and national and international standards.
  • Improve (reduce) system – wide defects – Multiple, system-wide defects associated with the same objects detract from the value of the products. Instead of being sold, the defective products end up costing the company money as they are unsaleable. This KPI tracks and measures the number of system-wide product defects over time.
  • Requirements completion – Product requirements must be completed on time. Otherwise, they hurt the company’s ability to deliver the finished product within the deadline. The quality assurance department plays a role in ensuring that these requirements are met timeously. This KPI measures the QA department’s ability to fulfill this obligation.
  • Development completion – The customer is king, which drives the organization’s digital transformation strategy. Companies can’t afford to be siloed in their thinking or organizational approach to software quality assurance and delivery in this day and age. This KPI measures the quality assurance department’s ability to be innovative with the software’s QA procedures.
  • Improve (widen) the test plan coverage – The test plan coverage KPI is designed to measure how comprehensive the quality assurance software test plan is. Aspects such as tracking the system, integration, regression, and User Acceptance Testing are necessary parts of the test coverage plan. The wider the test plan, the more comprehensively the software is tested.
  • Improve the change risk analysis – A change risk analysis is designed to determine the risks involved with change and change management. Risk is inherent to any change that is made to an application under test. However, we don’t always know if we are testing the right things. Consequently, changing the test plan becomes necessary.
  • Improve (reduce) the test execution risk – When testing, organizations track metrics like authored tests, passed tests, automated tests, and tests executed without tracking the actual steps executed within these tests. This increases the risk of an untested application. This KPI measures the risk involved when executing testing to reduce the risk by improving the testing steps.
  • Improve the defect management – Defect prevention is more effective in reducing the number of flaws when picked up during the early testing stages. Defect management is the process that controls the process to reduce the number of defects during the quality assurance process. This KPI measures the defect management and prevention process.
  • Improve the ability to communicate clearly – This KPI tracks and measures the QA analysts’ ability to communicate clearly. They have to articulate the main points found in their performance monitoring to employees and management at all levels, from the most inexperienced customer service agents to seasoned managers.
  • Improve the eye for detail – QA analysts must have an eye for detail as they must be able to study page after page of data to pick out critical information from the endless facts and figures before them. This KPI tracks and measures the QA analyst’s ability to identify detail.
  • Improve coaching capabilities – Customer services QA analysts have to spend time coaching junior staff. Thus, they must have strong coaching capabilities. This KPI measures and tracks the extent to which the QA analyst can coach peers and junior employees.
  • Increase the capacity to empathize with agents – Call center management must integrate customer service quality analysts into call centers carefully. Employees need to know why the QA program is taking place and what it involves. This KPI measures the QA agent’s ability to empathize with the call center staff when interacting with them.
  • Increase fast learning and adaptability – A QA analyst must come into your call center and start evaluating performance with the minimum delay. They need time to familiarize themselves with company goals, working methods, and the agents’ behavior. They need to learn quickly. This KPI measures the QA analyst’s ability to adapt and learn quickly.
  • Authored tests – The development of authored tests by business analysts and testing engineers is an essential part of the software testing process. This KPI is designed to monitor the test design activity of these employees. Staff must write test cases in conjunction with the development of new business requirements.
  • Automated tests – This KPI tracks and measures the number of automated test cases versus non-automated test cases in relation to the business requirements and the costs associated with maintaining the automation of system test cases. The outcomes are designed to inform management decisions wrt the need for automated testing.
  • Passed tests – This KPI tracks and measures the number of passed tests versus the total number of tests conducted. The higher this metric, the more successful the testing. Should this metric drop too low, then there is a problem somewhere in the software development lifecycle.
  • Reviewed requirements – This KPI tracks and measures the number of documents reviewed related to the developed software, including test cases, end-user documents, technical specifications, and business requirement documents. The higher this metric, the greater the number of documents reviewed over time.
  • Tests executed – The test executed KPI tracks and measures the number of tests conducted in relation to the overall number of test cases developed. The higher this metric, the greater the number of test cases completed, and the more engaged and productive test engineers.

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The AssessTeam suite of quality assurance Key Performance Indicators (KPIs), including real-time tracking, are designed to coherently measure the optimal functioning of the quality assurance department’s ability to maintain the organization’s predetermined levels of quality throughout every stage of product development.

The quality assurance department is a fundamental component of any manufacturing company, for, without quality products, the organization has no raison d’etre. Thus, the key performance areas that need be measured include the development of, and adherence to, quality assurance metrics, to collaborate with the product development team, and the analysis of data to improve quality assurance methodologies.

Benefits of AssessTEAM cloud-based employee evaluation form for your quality assurance team.

  • Use on all smart devices
  • Include custom KPIs
  • Keep historic trends
  • Include eSignatures
  • 360-degree feedback
  • Unlimited customization