Abstract: Systems, apparatus, and computer program products provide for a comprehensive quality assurance platform for automatically assessing the quality of work performance of associates. The described quality assurance system/module that can be implemented in conjunction with the work allocation system described herein or the system can operate as a standalone quality assurance system/module. The quality assurance system provides for automated collection and tracking of quality metrics and automated quality calibrations (i.e., automated and random selection of work assignment/transactions for comparison to standards). Additionally, the quality assurance system provides for validating the quality assurance work by random sampling and quality assurance assessment of the auditor's work and an associate improvement plan, whereby quality assurance metrics may be systematically adjusted and/or sampling sizes increased for associates with quality scores that dictate a need for improvement.

Abstract: An end-to-end, centralized and globally-accessible platform for work assignment input, allocation, performance and tracking is herein described. The platform is configured to improve operational and quality assurance effectiveness and efficiency through automated work allocation, performance tracking and reporting. The end-to-end approach accounts for work assignment input, work assignment allocation, work assignment processing and quality assessment and assurance of the completed work assignments. In addition, both automated and manual work assignment allocations from both an operation (i.e., work input and allocation) perspective, as well as, a quality assurance perspective are possible.