Quality Assurance Services
Capita Customer Solutions delivers quality assurance services to one of Ireland’s most strategically important industries – Tourism.
In 2013 we launched a quality assurance programme on behalf of Fáilte Ireland to manage a nationwide team of field assessors responsible for assessing applications and renewals from hospitality establishments for the industry’s Quality Framework and Welcome Standard. A team of assessors currently inspect 2,500 premises of varying sizes per annum.
We complement our field-teams with centralised support functions located in our Clonakilty offices which provide multi-channel customer service and query management and appointment arrangement services and conduct quality assurance reviews of inspection reports.
We focus on governance and quality to reflect the import of the programme and to ensure that the consequences of non-compliance with requisite standards and codes of ethics are clear and visible to all stakeholders. At the same time, we hold our own personnel to the same exacting standards as the industries we monitor. We only appoint inspectors following an intensive recruitment process designed to validate that they have the necessary attributes and temperament for such challenging positions. Once on-boarded they are subject to rigorous KPI monitoring and we arrange ongoing training from third-party experts in their relevant discipline.
We are proud of our work in this sector and of the positive contribution we have made to public confidence in an industry of such vital importance to the Irish economy.