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Performing Quality Assurance Reviews

At any time during case processing or after case completion, agents can review a case for purposes of quality assurance. This review determines whether the case is processed according to agency procedures and governmental regulations.

To review a case for quality assurance, you select a quality assurance plan template that is associated with the case type for the case. This template facilitates uniformity in the case review process. After you save the quality assurance plan, the list of items that you must review appears in the Quality Assurance Items list. After you review an item, you update the item in this list.

After you select a template for a quality assurance plan, you can delete that template only if all of the template items do not have a check in the Completed field. You cannot add items to or delete items from a template that you select to create a quality assurance plan.

This task is a step in Roadmap for Managing Benefits Cases.

To perform a quality assurance review

1. Navigate to the Cases screen, then the Case List view.
2. Drill down on the Case Name field of the case for which you want to perform a quality assurance review.

   The Case form appears with view tabs that show more details about the case.

3. Click the QA Plans view tab, create a new record in the QA Plans list, and complete the fields as appropriate.

   The following table describes some of the fields.

   Field	Description
   Planned Start	Select the date and time that you plan to begin reviewing the case for quality assurance.
   Template Name	Select the appropriate template to use to review the case. You must select a template to create a quality assurance plan. Only the templates that apply to the case type are available for selection. After you save the quality assurance plan and exit the case record, you cannot change the Case Type field of the case.
   Name	Displays the name of the template that you select, but you can change this value to a different name.
   Description	Displays the description of the template that you select.

4. Select Save Record in the menu for QA plans.

   The items that are associated with the template that you select appear in the Quality Assurance Items list below the QA Plans list.

5. After you finish the review work for an item in the Quality Assurance Items list, complete the following steps:
   • In the Completed field, select the check box for the item.

     When you select another field for the item, the Date Completed field is populated with the current date and time, and the Completed By field is populated with your user name.

   • (Optional) In the QA Item Type field, select a value to indicate the nature of the quality assurance review for this item.
   • (Optional) In the Quality Type field, select a rating of the quality assurance review for this item.
   • (Optional) Enter any remarks in the Comments field.