Quality Assurance

For service levels, discussion with clients on the agreement for the following:

Specific metrics for Magellan’s agents will vary depending on the type and complexity of the work to be performed; Time frames for achievement, which also will differ depending on the type and complexity of the work to be performed; and Corrective and remedial measures, including service credits, to be implemented in the event of unachieved targets.

Magellan is currently incorporating the Six Sigma methods to improve employee overall performance. Employee promotions will depend on performance statistics, quality assurance evaluations, team effectiveness, values, and character. Magellan’s quality assurance specialists will conduct call barging – listening to a predetermined number of each agent’s calls, chosen at random, to monitor and rate those calls following a standard checklist of service criteria. Agents will be graded based on whether they are courteous, polite, and grammatically correct in their conversations with callers, and their performance will be recorded and discussed in periodic, formal evaluations.