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FMG Assurance

Our clients have high expectations - we aim to exceed them every time. That’s why we have implemented a proprietary quality control methodology called Assurance, to support our unwavering commitment to service excellence and consistency across our offices and practice areas nationwide. Drawing from historical performance data and time-tested best practices, we have designed systems, protocols and optimized staffing models to drive efficient, cost-effective service delivery from start to finish. This rigorous process helps prevent avoidable problems, and if any issues do emerge, our clients have access to a dedicated Quality Assurance Director, who will work with the appropriate parties to proactively resolve concerns before they become larger and mitigate client risk. At the end of every engagement, we measure our performance and more importantly, our client's success, to ensure they have received the exceptional client experience they deserve.

We deliver exceptional results by aligning every aspect of the service process with our client’s unique goals and monitoring service quality every step of the way. Assurance program graphic

Discovery

  • Gain a deep understanding of the client’s business, goals and key success metrics
  • Offer a set of possible solutions and collaboratively agree on a best-fit customized strategy to meet the client’s unique needs.

Project Planning

  • Scope out project phases, deliverables and timelines
  • Match needs to optimal staff and resources
  • Determine budget.

Case Management

  • Manage cases in accordance with the goals, defined deliverables and budget outlined in the project plan
  • Quality assurance professionals maintain oversight throughout every step of process to ensure efficient, high-quality service delivery.

QA Review

  • Upon project completion, analyze actual vs expected results, including cost, time spent, attainment of goals and metrics, and client satisfaction
  • Leverage the learnings to continually refine and enhance our client service processes.