Quality of Work

Overview#

Purpose: The purpose of this Standard Operating Procedure is to ensure that the listings done are fully aligned with the quality and compliance standards expected by the management.

Scope: This procedure applies to all Product Listers.

Responsibility: It is the responsibility of all employees to ensure the process set out in this procedure is followed.

Objective: 1. To highlight the importance of attention to detail ensuring the continual process of detecting and reducing or eliminating errors in product listings.

2. To instil the value of quality work (accuracy, thoroughness, and competence).
3. To encourage a Quality Culture.

Procedure#

For quality to be achieved, it is very important that everyone must work together towards a common goal. Each product lister must have a partner to evaluate the listings done by his/her partner at the end of each day. A best practice is to pair with your mentor, or a high performer, who consistently meets the standards for quality and performance. Everyday product listers must send all the listings through skype for checking at the 'Bragan New Listings / Listing Changes' group. It is important to send the SKUs with the Trello card link as a format when sending listings to have easy access for checking.

SKU CODE - TRELLO CARD LINK

A checklist is a common tool used by Product Listers. At its most basic, it requires you to check off a list of items that are imperative to ensure that listings are done correctly. Checklists are available in the ClickUp and Trello Board for New Product Listings (See Fig. 1) and updating the old listings (See Fig.2 and Fig.3). This can be used to cross-check listings done by your partner to ensure that all aspects of listing requirements are duly followed.

Quality Culture#

It is the responsibility of each agent to ensure the quality of their own work by making sure that all new listings are ‘done right the first time. Product listers must always strive for quality in all the listings assigned to them.

Notes#

This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:

Every listing made or updated by the agent shall be checked by their partner and provide comments for corrections. Listings must be checked thoroughly by their partner. Once a listing has been checked by their partner they too are responsible for it. So make sure the listings are error free.

Potential Issues:

1 - ISSUE ENCOUNTERED: Stuck on Loading

RESOLUTION: Refresh Browser

2 - ISSUE ENCOUNTERED: Broken Links

RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.

3 - ISSUE ENCOUNTERED: "Type Text Here"

RESOLUTION: "Type Text Here"