You are required to achieve both quality and production expectations. As everyone works at different speeds, you may need to work longer hours to achieve this. If you are unable to maintain these requirements, your role may be terminated.


  • After sign off, the quality of your work will typically be assessed through random checks by a quality checker (QC)
  • The QC will check and grade cases in accordance with a quality assurance framework
  • Any failures or poor customer outcomes will be identified and reported
  • The reports will be used to highlight where learnings or remedial action is required
  • Feedback will be provided to you and/or your team leader for action
  • QC reviews should not be viewed as a negative thing; rather, these reviews should be viewed as providing a reference point, providing feedback to help support you in delivering the services in line with expectations.


Below are some example indicators of poor quality which may prompt remedial action:

  • Loss of competency in a specified period
  • An inability to maintain an acceptable level of quality (quality deviates month to month between acceptable and unacceptable)
  • An inability to deliver both quality and productivity requirements
  • Inability to constructively receive and consolidate learnings and feedback
  • Consistent non-achievement of required Fair Customer Outcomes and equivalent Clean Pass Rate


  • After sign off, you will be expected to achieve and maintain a certain level of customer contact and/or cases closed per day/week
  • Initial expectations may be lower initially after sign off, and then ramp up over a period of time
  • Expectations will be reviewed if required, and your working day may need to be longer whilst you ramp up to meeting the client expectation on output


Remember, all associates are subject to quality and productivity expectations. In order to ensure the success of our associates, we encourage an environment where associates are supportive towards one another as well as taking accountability for key issues themselves. Specifically, to:

  • Assist fellow colleagues when requested
  • Show willingness to “buddy” new starters
  • Share their knowledge with colleagues
  • Take responsibility for their own learning and closing any gaps in your knowledge
  • Take accountability for completion of any annual training required by either Huntswood or the client
  • Use the support around you (online support tools, feedback provided to you, your colleagues, Quality Checkers and your Team Leader) to improve your productivity and quality.

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