Quality assessment system of work of staff of Kaspi Bank

The quality assessment system of work of staff of Kaspi Bank - is developed and implemented by request of JSC Kaspi Bank for regular quality evaluation of work of staff of all bank departments.

The main requirements of the customer to a product: ensuring scaling of a system up to 1.5 - 2 thousand workstations and reliable work in the conditions of network connections with low capacity.

Description

Assessment is performed on the basis of record and the subsequent analysis of two information streams:

• IP video cameras,
• record of screenshots of the computer (workstation).

Video

The IP camera is placed so that persons of the employee and the client in the course of the service session were visible. On the workstation of the bank employee the external microphone and a specialized software by means of which screenshots are taken is installed and the second video flow forms.

Video from the IP camera

Screenshot automated workplace of the employee

The written videos remain on hard drives of the workstation or on the server of department.

Events and sessions

A system processes messages from the banking application existing at the workstation by means of which the employee services clients. In these messages are told:

• Date and time began also the ends of a session of customer service,
• Transaction type,
• Employee identifiers and client.

This information becomes attributes of a session and immediately registers in the central database of a system.

Schedule of assessment

The special component of a system is responsible for planning of process of quality evaluation of work of the employee. For its work, the authorized user of a system creates and saves a control rule set. In each rule employee groups are recorded and the number of sessions of subjects to control for the period is defined. On the basis of these rules, a system automatically executes creation of the plan of control of employees for a current period. Specific dates of control are selected in a random way.

Task of rules of control

Data transmission

Search of real sessions of customer service corresponding to the plan of control is daily executed. The found session join in the plan of transfer to the central office. The video files relating to the found session are transferred to the central office for assessment. Data transmission is executed in the permitted time frames, as a rule, at night.

Evaluating

Quality evaluation of work of employees is executed by the trained personnel which make synchronous watching two videos and fill out the estimated questionnaire.

Questionnaire of quality evaluation of work of the manager

As a result of processing of the completed questionnaire the mark is put down to the employee. At the end of the month results of estimates of all questionnaires of the employee are averaged and integrated assessment for a current period is calculated. Results of estimates for last month are emailed to the employee and his head.

Automated workplace of the quality controller of work of employees