Introduction
Quality Assurance — Protecting Accuracy, Compliance, and Client Confidence
QA ensures every deliverable meets IBFM’s quality standards across Insurance and Accounting services—through structured review, measurable controls, and continuous improvement.
Mission of Quality Assurance
The QA Team safeguards service accuracy, compliance, and consistency by:
- Reviewing completed work against documented standards
- Detecting errors, risks, or compliance gaps
- Providing corrective guidance and coaching
- Ensuring client-ready quality across all outputs
QA is the final protection layer before work reaches the client.
Core Responsibilities
1. Quality Review & Validation
QA performs:
- Data accuracy verification
- Process compliance checks
- Documentation completeness review
- Output consistency validation
Goal:
Ensure error-free, compliant, and client-ready work.
2. Audit & Monitoring
QA manages:
- Monthly auditable samples
- Task queue monitoring
- Quality score tracking
- Trend and risk analysis
Goal:
Detect systemic issues early and prevent recurrence.
3. Standards Governance
QA maintains:
- Data entry standards
- Task queue rules
- Tagging and workflow structure
- Updating guidelines for CF&P and QA processes
Goal:
Keep all teams aligned to one quality framework.
4. Coaching & Continuous Improvement
QA supports teams through:
- Feedback and correction guidance
- Quality trend reporting
- Preventive recommendations
- Collaboration with Operations & Training
Goal:
Improve team performance and service reliability.
Service Structure
ISBU QA — Insurance Services Quality
Scope:
Covers quality validation for:
- Insurance data entry
- Policy processing accuracy
- Task queue compliance
- CF&P updates and tagging
- Quality testing processes
Key References (Mapped from your sheet)
Purpose:
Ensure insurance outputs are accurate, compliant, and client-ready
ASBU QA — Accounting Services Quality
Scope:
Focuses on:
- Accounting workflow validation
- Task execution accuracy
- QA scoring and compliance checks
- CF&P updates within ASBU processes
Key References (Mapped from your sheet)
Purpose:
Maintain financial accuracy, compliance, and audit readiness.
Standard QA Review Cycle
1. Task Submission
- Completed work enters QA review queue.
2. Quality Validation
QA Checks:
- Accuracy
- Compliance
- Documentation
- Standards adherence
3. Findings & Feedback
- Errors documented
- Corrections returned to Operations
- Coaching provided if needed
4.Final Approval
- Work confirmed client-ready
- Metrics logged for reporting
5.Trend Monitoring
- Recurring errors analyzed
- Preventive improvements recommended
Outcome:
Continuous quality protection and service improvement.
First 30 Days Focus
(after Culture Training)
Days 1–10 — Foundations of Quality Control
- Understand IBFM QA mission and service impact
- Study QA standards for ISBU and ASBU
- Review audit samples and validation checklists
- Observe live QA review sessions
Outcome:
Clear grasp of quality expectations and review logic.
Days 11–20 — Guided QA Execution
- Perform supervised task validation
- Practice scoring and documentation review
- Assist in audit sample preparation
- Learn feedback and correction protocols
Outcome:
Ability to support client handling with supervision.
Days 21–30 — Independent QA Readiness
- Validate real production tasks
- Document findings accurately
- Provide structured feedback to teams
- Demonstrate compliance with QA standards
Success Goal:
Operate as a reliable quality gatekeeper protecting:
- Accuracy
- Compliance
- Client confidence
Quality Assurance Required SOPs
To ensure operational excellence and compliance, all IBFMs are required to review and acknowledge the following Standard Operating Procedures (SOPs) specific to their department.
These documents define workflows, quality standards, security protocols, and escalation procedures. Completion of all required readings is mandatory within your onboarding period and contributes to your performance and compliance record.
Note:
These are the mandatory SOPs for your department. Please review and acknowledge each document to complete your onboarding compliance requirement.
List of SOP
QA Service Principles
Every QA professional must uphold:
- Accuracy First — zero-defect mindset
- Fair Validation — objective and unbiased review
- Clear Feedback — constructive, actionable guidance
- Consistency — one standard across all teams
- Continuous Improvement — prevent repeat errors
Quality is not inspection alone — it is protection of trust.
Organizational Chart
Rufa Kristel Llanes
Senior QA Lead
-
JB
Janice Batas
SCSM
JCJhonmars Capulong
QC Specialist
TLTimmy Karen Lopez
QC Specialist
RGRubie Rose Guyo
QC Specialist
-
MC
Mary Joann Cristobal
QC Specialist
ALAlan Lopez
QC Specialist
QAQueen Madel Aduna
QC Specialist
IRIrish Rose Rebutar
QC Specialist
-
KL
Kevin Lacerna
QC Specialist
ZVZyj Jikkolo Jindrei
QC Specialist
ARAllen Christian Rarang
Sales QC Specialist
-
DO
Destreza Ordillano
QC Specialist
CSCharvel Rose Serquiña
QC Specialist
PEPaulo Jose Espiritu
QC Specialist
Need QA Guidance or Review Support?
QA can help with:
- Quality validation
- Standards clarification
- Audit preparation
- Error resolution guidance
Note:
These are the mandatory SOPs for your department. Please review and acknowledge each document to complete your onboarding compliance requirement.
- qa.isbu@insboss.net.ph
- qacomms.isbu@insboss.net.ph
Precision you can trust
We’re here to Help You Deliver Excellence
Our QA team is your dedicated partner in protecting the accuracy and compliance our clients rely on.
By providing structured reviews, we ensure every deliverable reflects our collective commitment to high standards and continuous improvement.