Quality Control

It is important to note that the purpose of validations is to provide a measure of interviewer quality – not to improve interviewer quality. Issues identified from this activity should be used to improve processes which in turn, improve quality. Errors detected are normally corrected but this can only have a marginal impact on data quality

Telephone/ CATI	Real-time monitoring especially CATI or listening to recordings. Must be able to hear both the interviewer and respondent voices clearly. Note: Re-contacts are to be the exception.
Door to Door	Accompaniment/ observations where ever possible. Re-contacts; re-contacting the respondent by phone or face-to-face call (door to door).
CLT (Central Location)	On-site observations, especially pre-screening.
Interviewer Accompaniment/ Observation	All methodologies, observing new and experienced interviewers, ideally on every project
Checking PAPI Questionnaires	Checking (also termed editing/ scrutinising) individual completed questionnaires returned to the supervisor/ office after field work.
Mystery Shopper	Checking on the hard evidence collected from site, for example: Purchase receipts, business card, brochure collected from the shop (shopping for a new car etc.)

FIELD PROCESS CONTROL	INDEPENDENT QC
Day to day process control to ensure projects are executed according to the SOP and project specifications to deliver quality output to the client.	Independent from Field. Independent check/ validation on process/ project based on the customer’s CTQ’s (Critical To Quality).
Current Field Process in EBSAR F&T:	Current Quality Control in EBSAR F&T:
Before Field: training and conduct an interviewer briefing.	During Field: Re-contacts and other forms of validation e.g. real time monitoring, interviewer accompaniment/ observation, audio listening, evidence checking.
During Field: Interviewer Accompaniment/ Onsite check (could be surprise or scheduled), real time monitoring.	In-Process Check at various stages of field execution (process compliance).
Check questionnaires before passing to Independent QC/DP, re-contacts (back-checking) if necessary	Checking (also termed editing/ scrutinising) individual completed questionnaires returned to the supervisor/ office after field work.
Responding to feedback/ agreed action points in a timely manner	Ad-hoc review based on as need basis (triggered by Clients).
At all times ensure	At all times ensure
Project confidentiality	Project confidentiality
Product security and product confidentiality (includes any test concept/ product/ client material, audio and video stimuli).	Product security and product confidentiality (includes any test concept/ product/ client material, audio and video stimuli).
Respondent confidentiality, including responses/ information and any contact/ demographic details (including any recordings).	Respondent confidentiality, including responses/ information and any contact/ demographic details (including any recordings)
	Checking on the hard evidence collected from site, for example: Purchase receipts, business card, brochure collected from the shop (shopping for a new car etc.)
	In-Process Check at various stages of field execution (process compliance).
	During/ after Field: DQA.
	Check project security and confidentiality