Quality Management
Our Goal: 100% Satisfaction, 100% of the time.
At INTRIA, we ensure our performance through detailed Service Level Agreements (SLAs) complemented by a tightly-knit process for change management and problem resolution.
Each day, all INTRIA centres across Canada report their service performance to produce a “quality snapshot”. This enables us to closely monitor our business, and gives relationship managers an ongoing picture of how we are meeting our clients’ expectations.
In support of this goal, the culture in all areas of our business mandates zero tolerance for error — enabling INTRIA to offer and meet the industry’s toughest SLAs.
ISO Registration
INTRIA is one of the largest financial services organizations in North America registered to the ISO, and was the first provider of business and financial processes outsourcing in Canada to achieve this status.
Meeting ISO’s exacting standards involved a demanding audit and approval process focused on every aspect of our quality system. We have since trained numerous employees to meet ISO’s Quality Assessor requirements. These individuals perform ongoing ISO-recommended quality checks of each and every INTRIA process.
ISO registration demonstrates INTRIA’s commitment to quality management, continual improvement, and ensuring client satisfaction.
To learn more about the eight quality management principles that form the foundation of the ISO 9001:2000 standards, visit the ISO website >.