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 9001 Registration
INTRIA is one of the largest financial services organizations in North America registered to ISO 9001, and was the first provider of business and financial processes outsourcing in Canada to achieve this status.
ISO 9001 registration demonstrates INTRIA's commitment to quality management, continual improvement, and ensuring client satisfaction. Meeting ISO 9001'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 9001's Quality Assessor requirements. These individuals perform ongoing ISO 9001-recommended quality checks of each and every INTRIA process. INTRIA's quality management system has been measured against internationally recognized standards and is pleased to announce recertification of the ISO 9001:2008 registration, effective November 2011.
To learn more about quality management principles that form the foundation of the ISO 9001:2008 standards, visit the ISO website.