Operational Excellence: Quality assurance

Quality assurance is a priority focus within our service delivery model, and we’ve integrated a solid QA framework comprised of four key elements: training and development, quality control and auditing, performance management, and data reporting.

Patra’s comprehensive training program equips our teams with the expertise to process critical insurance functions. Efficiently, consistently, and accurately.

This is a multi-faceted program. Our teams engage in preliminary training covering various insurance processes, systems, and regulatory compliance requirements; Followed with the extensive drill-down training on client-specific processing workflows.

There is no “off the shelf” workflow that can truly support all the unique variables of each insurance process. And therefore, you can’t simply apply the same quality control and auditing methods to each process.

Patra understands the nuances of each process and applies tailored control measures and deep level auditing to ensure each workflow is completed at the highest quality standard.

Using scorecards, root cause analysis, and corrective and preventative action (also known as CAPA methodology), we work with our teams and clients to implement preventative measures for potential mistakes and E&O exposure.

Patra uses data-based insights to identify and report areas for process and performance improvements. We align our data intelligence to our clients’ needs, reporting KPIs, processing trends, production volumes, and much more to help our clients make strategic business decisions.