Auditing is conducted at 3 levels:

• Quality team auditors
• Team leaders
• Project managers

The quality team audits 20% of the live calls made by each interviewer. The target is set weekly and per project. Every week, 20% of the calls made by an interviewer will be monitored and 20% of calls for each project are monitored.

At the team leader level, a similar process is involved in that they monitor 15% of the total surveys done daily. The quality team and team leaders share regular updates and coordinate with each other so as to not duplicate efforts. This cooperation between teams ensures a minimum of 35% of all live calls are monitored.

At the project manager level, 5% of all calls are monitored every week. These are not randomly selected surveys like the quality team/team leaders. The focus of the project manager monitoring is primarily to audit the interviewers who have previously been flagged by the quality team/team leader. If there are no flagged interviewers, they focus all efforts on new interviewers.