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In the pursuit of operational excellence, programs rely on data-driven insights to identify areas of opportunity.
Quality plays a key role in this, with processes designed to surface knowledge gaps, outdated or conflicting guidelines, and inefficient workflows.
Training is also part of the equation, since it relies on regular feedback from quality to gauge the effectiveness of material and resources provided to teams.
Our Quality Department at PartnerHero supervises and collaborates with the QA teams for our programs to implement QA processes such as sampling, reporting, and calibration to ensure they have all the tools and resources to find trends and insights.
Let’s look into how a global beverage company used PartnerHero’s help with revamping its training material based on quality insights and data, resulting in significant enhancements in team performance.
Quality analysis revealed a consistent trend of markdowns on internal processes, particularly concerning Standard Operating Procedures (SOPs) related to fulfillment and escalation protocols.
Throughout the months of November and December 2023, the team flagged 67 occurrences out of 796 evaluations related to these issues.
Intrigued by the results, the quality team decided to look into the underlying cause of the issues.
Upon initial observation, they found that new hires going through their ramp-up phase accounted for half of the problems that were reported.
Quality had enough information—in conjunction with qualitative analysis and team insights—to talk about necessary adjustments to operations and training.
It was determined that the onboarding instructions required a thorough makeover, including modifications to both the content and the structure.
Previously, the onboarding processes primarily focused on the brand’s history and product science.
Albeit relevant to the company, it detracted from valuable time that could be allocated to reinforcing agents’ understanding of essential procedures, especially when they’re new and learning so many different tasks and workflows.
Throughout January, the company dedicated efforts to revamp the training materials, emphasizing procedural knowledge and streamlining the onboarding process.
The impact of these changes became evident in February 2024, as new hires who joined the program after the training overhaul had stellar performance and took considerably less time to fully ramp up compared to previous cohorts.
Two individuals who joined the team during this period rapidly achieved an average QA score above 90% in SOPs and Escalations right away—a stark improvement compared to the 40 to 80% range observed among new hires in Q3 2023.
These results underscore the importance of leveraging quality insights and data to drive actionable improvements in training programs.
By addressing identified deficiencies and optimizing training material, the company was able to enhance the competency of new hires as well as reduce ramp up time, ultimately leading to improved performance, efficiency and partner trust.
