Quality Policy

1. Introduction & Purpose

Quality is the responsibility of all (within our organisation and its subsidiaries) and is fundamental to our way of working. Our governance structure (policies, procedures, and processes) together with the values, are the guiding principles for the way in which we carry out our business.

Our commitment is to never compromise on the quality of our outputs and services, by ensuring that our quality policy and objectives are always linked to our strategic direction. Everyone needs to understand that they have a role and part to play (big or small) in achieving our quality objectives and ensuring alignment to our quality statement.

2. Scope

This policy applies to employees of Procera Group (Pty) Ltd and its subsidiaries which include, Blake and Associates (Pty) Ltd, Procera (Pty) Ltd, Metonymy (Pty) Ltd, The Virtual Agent (Pty) Ltd, Traq Software (Pty) Ltd, Traq Technical (Pty) Ltd, Ctrlroom (Pty) Ltd, Maravedi Credit Solutions (Pty) Ltd, Blake and Associates Offshoring (Pty) Ltd, Retail Collection Service (Pty) Ltd, Connect BPS RSA (Pty)Ltd.

3. Statement

We strive to provide superior BPO (Business Process Outsource) Services, which meet Client expectations. Without compromising on quality or the level of service we aim to continually improve all aspects of our organisation in the pursuit of excellence.

The Management Team is committed to, bearing the accountability for establishing, implementing, and maintaining the quality standards set. This is done through;

  • Ensuring the quality policy and objectives are compatible with our strategic direction.
  • Ensuring adequate resources are deployed in its fulfilment.
  • Promoting a process and risk-based thinking approach.
  • Promoting Continuous Improvement, through addressing risks and opportunities.
  • Ensuring quality standards are communicated and understood within the Organisation.
  • Developing staff competencies through appropriate development programs.

4. Objectives

  • Improve Service Quality
  • Increased Client Satisfaction
  • Increased Business Unit Satisfaction
  • Reducing Costs
  • Increased profitability
  • Improved Employee Performance
  • Increased footprint in the international market

5. Disciplinary Disclaimer

Non-compliance, either intentionally or negligently may lead to an improvement request being issued as part of continuous improvement, or to disciplinary action in accordance with the Groups Disciplinary Procedure.

6. Validity & Document Management

This document shall be maintained in accordance with the Groups Document Control procedure.