What are Quality Assurance Manager metrics? Finding the right Quality Assurance Manager metrics can be daunting, especially when you're busy working on your day-to-day tasks. This is why we've curated a list of examples for your inspiration.
You can copy these examples into your preferred app, or alternatively, use Tability to stay accountable.
Find Quality Assurance Manager metrics with AI While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of Quality Assurance Manager metrics and KPIs 1. First Response Time The average time taken to respond to a customer's initial request for support
What good looks like for this metric: Less than 60 minutes
Ideas to improve this metric Implement automated response systems Prioritise tickets based on urgency Train staff on efficient support processes Increase staffing during peak times Regularly review and adjust response protocols 2. Customer Satisfaction Score (CSAT) A metric that measures how satisfied customers are with support service provided
What good looks like for this metric: Above 80%
Ideas to improve this metric Conduct regular feedback surveys Provide comprehensive training for support staff Implement a robust Quality Assurance process Ensure clear communication with customers Continuously optimize support processes 3. Resolution Rate The percentage of customer issues that are resolved upon first contact
What good looks like for this metric: Above 70%
Ideas to improve this metric Implement a comprehensive knowledge base Allow agents access to customer history Offer advanced training sessions Utilise AI tools for troubleshooting Encourage proactive problem resolution 4. Average Resolution Time The average amount of time taken to resolve a customer's issue
What good looks like for this metric: 2-4 hours
Ideas to improve this metric Ensure efficient ticket triaging Provide agents with advanced tools Identify and eliminate bottlenecks Streamline communication channels Regularly review unresolved cases 5. Net Promoter Score (NPS) A measure of customer loyalty and how likely they are to recommend the service
What good looks like for this metric: Above 50
Ideas to improve this metric Focus on enhancing customer experience Identify and support brand advocates Deliver consistent and reliable service Engage in active listening and feedback Implement loyalty programmes
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1. Percentage of Basic Data Quality Checks Implemented Measures the proportion of datasets with basic data quality checks applied
What good looks like for this metric: 80% or higher
Ideas to improve this metric Prioritise the implementation of basic checks on all datasets Provide training for team members on basics of data quality Allocate resources for implementing basic checks Automate basic data quality checks to ensure consistency Regularly review and update checklists for basic checks 2. Percentage of Advanced Data Quality Checks Implemented Measures the proportion of datasets with advanced data quality checks applied
What good looks like for this metric: 60% or higher
Ideas to improve this metric Identify datasets requiring advanced checks Develop a strategic plan for advanced data quality implementations Seek external expertise for complex checks Increase budget for advanced data quality tools Regularly review advanced check requirements 3. Month-Over-Month Improvement in Data Quality Maturity Tracks the percentage change or improvement in the implementation of data quality checks month-over-month
What good looks like for this metric: 5% increase
Ideas to improve this metric Set monthly targets to improve data quality metrics Analyse bottlenecks from previous months and address them Ensure consistent reporting and monitoring of progress Incorporate regular feedback loops from data teams Recognise and reward teams exceeding targets 4. Data Quality Issue Resolution Time Measures the average time taken to resolve data quality issues
What good looks like for this metric: Less than 48 hours
Ideas to improve this metric Streamline issue reporting processes Establish clear guidelines for issue prioritisation Provide tools and training for faster issue resolution Monitor and analyse common issue types Implement a rapid response team for data quality issues 5. User Feedback on Data Quality Collects user feedback regarding the perceived quality and reliability of data
What good looks like for this metric: 80% user satisfaction
Ideas to improve this metric Conduct regular surveys to gather user feedback Engage with users for detailed feedback sessions Communicate improvements to users regularly Set up feedback loop in data systems Address user concerns and demonstrate improvements
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1. Cycle Time The total time from the beginning to the end of your process, as defined by you and your customer.
What good looks like for this metric: Varies widely by industry
Ideas to improve this metric Identify and eliminate bottlenecks Automate repetitive tasks Streamline workflow with software Implement continuous feedback loop Enhance staff training and skills 2. First Pass Yield The percentage of products that are manufactured correctly and to specifications the first time without any rework.
What good looks like for this metric: 80-95%
Ideas to improve this metric Improve employee training programs Regularly maintain and calibrate equipment Implement quality checks at every stage Analyse defect patterns Develop clear manufacturing protocols 3. Cost Per Unit The total expenditure to produce one item or serve one customer, including both fixed and variable costs.
What good looks like for this metric: Industry-specific, varies
Ideas to improve this metric Negotiate better rates with suppliers Optimise production scheduling Reduce material waste Adopt energy-saving practices Invest in more efficient technology 4. Process Efficiency The percentage of time spent producing value-added work versus non-value-added work.
What good looks like for this metric: 60-80%
Ideas to improve this metric Use lean methodology Map and analyse the process steps Reduce waiting times between process steps Simplify complex processes Train employees in efficiency techniques 5. Customer Satisfaction Rate Measures how satisfied customers are with a company's products, services, and capabilities.
What good looks like for this metric: 70-80%
Ideas to improve this metric Solicit regular customer feedback Improve customer-facing processes Accelerate response time to queries Enhance product or service quality Personalise customer interactions
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1. Infection Rate Reduction The measure of reduction in infection cases reported in the facility after renovations
What good looks like for this metric: A typical benchmark is a 20% reduction in infection rates
Ideas to improve this metric Conduct regular infection audits Ensure proper sanitisation of equipment Implement staff training on infection control Enhance air filtration systems Utilise antimicrobial surfaces 2. Patient Safety Incident Count Number of safety-related incidents reported per 1,000 patient days
What good looks like for this metric: Aim for fewer than 10 incidents per 1,000 patient days
Ideas to improve this metric Standardise safety protocols Improve staff communication channels Introduce safety drills and training Enhance surveillance systems Regularly update safety guidelines 3. Workflow Efficiency Percentage Percentage of processes completed within the expected time frame
What good looks like for this metric: Achieving at least 85% on-time process completion
Ideas to improve this metric Optimise staffing schedules Implement workflow management software Regularly review and adjust processes Conduct time management training Utilise feedback to streamline operations 4. Patient Satisfaction Scores Patients' average satisfaction rating post-renovation
What good looks like for this metric: A target of at least 90% satisfaction
Ideas to improve this metric Enhance waiting area conditions Provide clear communication about changes Solicit frequent patient feedback Ensure staff are attentive and responsive Provide patient education on safety improvements 5. Staff Compliance Rate with Protocols Percentage of staff compliance with updated infection control protocols
What good looks like for this metric: Aim for at least 95% compliance
Ideas to improve this metric Incentivise adherence to protocols Conduct regular staff assessments Provide ongoing training sessions Utilise visual reminders and aids Implement a peer review system
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1. Lead Time The amount of time it takes from commit to production release
What good looks like for this metric: 2 to 4 weeks
Ideas to improve this metric Implement continuous integration and delivery Optimise code review processes Automate testing procedures Reduce work-in-progress limits Regularly review and improve deployment pipelines 2. Deployment Frequency How often the team deploys new changes to production
What good looks like for this metric: Once per day or more
Ideas to improve this metric Adopt trunk-based development Automate deployment processes Encourage small, frequent updates Reduce feature development cycle time Establish a standard release schedule 3. Change Failure Rate The percentage of changes that result in a failure in production
What good looks like for this metric: 0 to 15 percent
Ideas to improve this metric Enhance testing procedures Conduct thorough post-deployment reviews Use feature flags for new releases Implement rollback strategies Invest in robust monitoring tools 4. Mean Time to Recover The average time taken to recover from a failure in production
What good looks like for this metric: Less than 1 day
Ideas to improve this metric Enhance incident response protocols Conduct root cause analysis Implement automated recovery scripts Provide regular training for incident recovery Utilise canary releases to minimize impact 5. Code Quality The quality of code determined by metrics such as cyclomatic complexity, duplication, and adherence to coding standards
What good looks like for this metric: A high percentage of code meeting set standards
Ideas to improve this metric Conduct regular code reviews Use static code analysis tools Adhere to coding standards Refactor code regularly Encourage pair programming
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1. Process Efficiency Ratio The ratio of the output value produced to the resources used, indicating the efficiency of processes.
What good looks like for this metric: 80-90%
Ideas to improve this metric Identify and eliminate bottlenecks Automate repetitive tasks Streamline workflows Conduct regular process audits Implement continuous improvement programs 2. Process Cycle Time The total time taken to complete a process from start to finish.
What good looks like for this metric: Depends on industry standards
Ideas to improve this metric Analyse and reduce wait times Utilise process mapping tools Adopt lean management principles Use time management software Conduct time-motion studies 3. Process Compliance Rate Percentage of processes that adhere to established procedures and standards.
What good looks like for this metric: 95% or above
Ideas to improve this metric Regularly train employees on process standards Implement compliance checks Utilise process management software Develop clear process documentation Encourage a culture of adherence 4. Employee Productivity Index Measure of employee output relative to the resources used in a process.
What good looks like for this metric: Varies across industries
Ideas to improve this metric Set clear performance goals Provide regular feedback Offer training and development Ensure resources are adequate Recognise and reward high performance 5. Quality Defect Rate Percent of outputs that require rework or result in customer complaints.
What good looks like for this metric: Below 5%
Ideas to improve this metric Implement rigorous quality control Provide employee training Utilise root cause analysis Adopt six sigma methodologies Engage with quality assurance teams
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1. Planned vs Actual Delivery Dates This metric compares the initially planned delivery dates to the actual delivery dates to assess the team's ability to meet deadlines
What good looks like for this metric: 80% of projects delivered on time
Ideas to improve this metric Conduct detailed planning sessions Implement regular progress reviews Improve risk management practices Enhance communication within the team Optimise resource allocation 2. Scope Creep Measures the changes and additions in the project scope after the project has commenced, indicating how often the team deviates from the original plan
What good looks like for this metric: Less than 5% increase in scope
Ideas to improve this metric Establish clear project requirements Implement strict change control processes Engage stakeholders early and often Document all changes meticulously Maintain a project scope baseline 3. Budget Variance This metric tracks the difference between the budgeted costs and the actual costs incurred, indicating financial planning accuracy
What good looks like for this metric: Less than 10% budget overrun
Ideas to improve this metric Conduct thorough budget forecasting Monitor expenditures closely Implement cost control measures Review financial reports regularly Optimise purchasing processes 4. Defect Density Measures the number of defects identified within a certain timeframe or phase of the project, reflecting product quality
What good looks like for this metric: Fewer than 1 defect per 1000 lines of code
Ideas to improve this metric Enhance testing processes Implement automated testing tools Provide training on quality standards Review code regularly Incorporate quality assurance in each phase 5. Customer Satisfaction Assesses the stakeholders' and customers' satisfaction with the delivered project through surveys and feedback mechanisms
What good looks like for this metric: Customer satisfaction score above 8 out of 10
Ideas to improve this metric Gather customer feedback regularly Act on the feedback received Improve stakeholder communication Deliver regular project updates Ensure project deliverables meet expectations
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1. On-Time Delivery Rate The percentage of projects delivered on or before their scheduled deadlines
What good looks like for this metric: 85-90%
Ideas to improve this metric Set realistic deadlines based on project complexity Utilise Gantt charts for better timeline management Track progress regularly against the schedule Engage in proactive risk management Ensure resource availability and skill alignment 2. Budget Adherence The percentage of projects completed within the allocated budget
What good looks like for this metric: 85-95%
Ideas to improve this metric Conduct thorough cost estimation Monitor expenses in real-time Implement change control procedures Secure contingency funds for unforeseen costs Regularly review budget utilisation 3. Scope Creep The amount of unplanned work and changes in scope that occur during the project lifecycle
What good looks like for this metric: Less than 10%
Ideas to improve this metric Define clear project scope documentation Establish a formal change request process Engage stakeholders early and often Track scope changes meticulously Utilise scope management tools 4. Client Satisfaction The level of client satisfaction measured through surveys and feedback, typically scored on a scale of 1-5
What good looks like for this metric: 4.0 or higher
Ideas to improve this metric Conduct regular client check-ins Act on feedback promptly Set realistic client expectations from the start Maintain transparent communication Deliver all promised features and functionalities 5. Defect Density The number of defects found per unit of product, often measured per 1,000 lines of code
What good looks like for this metric: Less than 5 defects per 1,000 lines of code
Ideas to improve this metric Implement thorough testing phases Conduct code reviews regularly Utilise automated testing tools Provide adequate training for developers Establish clear coding standards
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1. Customer Satisfaction Score Measures customer contentment with inflight catering services, typically collected via post-flight surveys
What good looks like for this metric: 80% or higher
Ideas to improve this metric Enhance meal quality based on feedback Offer more meal variety Improve meal presentation Ensure special dietary options are available Train staff on customer service skills 2. Meal Cost per Passenger Calculates the average expenditure on meals per passenger
What good looks like for this metric: USD 10 to USD 15
Ideas to improve this metric Negotiate better deals with suppliers Use in-season ingredients to reduce costs Reduce food wastage by improving forecasting Streamline menu options Monitor ingredient costs regularly 3. On-time Delivery Rate The percentage of flights where catering is delivered on time according to schedule
What good looks like for this metric: 95% or higher
Ideas to improve this metric Optimise supply chain and logistics Regularly review delivery schedules Implement real-time tracking for deliveries Communicate proactively with flight operations Conduct regular training for delivery personnel 4. Food Quality Score Evaluates the taste, freshness, and appeal of the meals based on customer feedback
What good looks like for this metric: 85% or higher
Ideas to improve this metric Conduct regular taste tests Incorporate customer feedback into menu changes Invest in high-quality ingredients Employ experienced chefs Ensure proper food storage and handling procedures 5. Menu Innovation Rate The frequency at which new items are added to the menu
What good looks like for this metric: Every 3-6 months
Ideas to improve this metric Research current food trends Collaborate with culinary experts Gather customer preferences and suggestions Trial new dishes before full rollout Update the menu with seasonal offerings
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1. Non-Conformance Rate The frequency of non-conformances in Halal standards detected during audits or inspections
What good looks like for this metric: Less than 10 incidents annually
Ideas to improve this metric Implement regular internal audits Provide comprehensive staff training Use checklists for routine checks Engage external experts for consultation Establish a corrective action plan 2. Audit Pass Rate The percentage of successfully passed Halal compliance audits out of total audits conducted
What good looks like for this metric: Above 90%
Ideas to improve this metric Conduct mock audits Ensure up-to-date documentation Set clear compliance instructions Regular management reviews Invest in audit management software 3. Supplier Halal Compliance Rate The percentage of suppliers that are compliant with Halal standards out of the total suppliers
What good looks like for this metric: Above 95%
Ideas to improve this metric Establish strict supplier guidelines Require supplier certification Conduct supplier audits/reviews Communicate regularly with suppliers Establish supplier improvement programs 4. Corrective Action Implementation Time The average time taken to implement corrective actions after a non-conformance is identified
What good looks like for this metric: Within 30 days
Ideas to improve this metric Prioritise action steps Assign dedicated resources Monitor progress weekly Automate reminders and follow-ups Create specific action deadlines 5. Training Completion Rate The percentage of employees that have completed Halal compliance training out of total employees
What good looks like for this metric: 100%
Ideas to improve this metric Schedule mandatory training sessions Offer e-learning modules Incentivise training completion Track training progress Regularly update training content
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1. Velocity Velocity measures the average amount of work a team completes during a sprint, typically calculated by story points.
What good looks like for this metric: 40-60 story points per sprint
Ideas to improve this metric Break down tasks into smaller units Improve sprint planning accuracy Conduct regular retrospectives Improve skills through training Use more efficient tools 2. Cycle Time Cycle time is the total time from the beginning to the end of a process, measuring how quickly a team can deliver features.
What good looks like for this metric: 1-2 weeks
Ideas to improve this metric Optimize workflows to remove bottlenecks Implement automated testing Limit work in progress Conduct frequent code reviews Improve team collaboration 3. Code Quality Code quality measures how easy and bug-free the code is, typically tracked through defect rates and code reviews.
What good looks like for this metric: Less than 5% defect rate
Ideas to improve this metric Implement continuous integration Use static code analysis tools Conduct code reviews regularly Promote pair programming Standardise coding practices 4. Deployment Frequency Deployment frequency is the rate at which a team deploys or releases software, indicating the team’s ability to deliver updates.
What good looks like for this metric: Weekly deployments
Ideas to improve this metric Automate deployment processes Use feature flags Ensure robust testing environments Implement continuous delivery strategies Train team on deployment procedures 5. Customer Satisfaction Customer satisfaction measures how pleased customers are with the software, often tracked using Net Promoter Score (NPS) or customer feedback.
What good looks like for this metric: NPS score of 50+
Ideas to improve this metric Gather regular customer feedback Incorporate user-friendly features Ensure high software reliability Implement better customer support Regularly update software documentation
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1. Request Resolution Time Time taken to resolve support requests from initial report to resolution
What good looks like for this metric: 2-4 hours
Ideas to improve this metric Prioritise requests based on urgency Implement automated alerts for escalations Conduct regular training sessions for support staff Use ticketing system efficiently Analyse past tickets for recurring issues 2. First Contact Resolution Rate Percentage of requests resolved during the first interaction with support staff
What good looks like for this metric: 70-80%
Ideas to improve this metric Empower staff with decision-making authority Provide comprehensive training and resources Ensure access to an updated knowledge base Conduct regular performance reviews Encourage collaboration among team members 3. Customer Satisfaction Score Measurement of customer satisfaction after support engagement
What good looks like for this metric: 80% satisfaction rate
Ideas to improve this metric Follow up with customers after resolution Provide personalised support where possible Gather feedback through surveys Identify pain points in the support process Continuously improve customer interaction skills 4. Ticket Backlog Number of unresolved requests or tickets within a specific time period
What good looks like for this metric: Less than 10% of total tickets
Ideas to improve this metric Monitor and raise alerts for high backlog Allocate additional resources during peak times Streamline processes to improve response times Regularly review ticket statuses Identify and address resource bottlenecks 5. Reopen Rate Percentage of requests that have been reopened after they were marked resolved
What good looks like for this metric: Less than 5%
Ideas to improve this metric Ensure thorough issue resolution before closing Improve documentation for recurring issues Engage experts for complex problems Provide clear and concise solutions Encourage feedback to understand unresolved issues
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1. Feature Completion Rate The percentage of features fully implemented and functional compared to the initial plan
What good looks like for this metric: 80% to 100% during development cycle
Ideas to improve this metric Improve project management processes Ensure clear feature specifications Allocate adequate resources Conduct regular progress reviews Increase team collaboration 2. Planned vs. Actual Features The ratio of features planned to features actually completed
What good looks like for this metric: Equal or close to 1:1
Ideas to improve this metric Create realistic project plans Regularly update feature lists Adjust deadlines as needed Align teams on priorities Open channels for feedback 3. Feature Review Score Average score from review sessions that evaluate feature completion and quality
What good looks like for this metric: Scores above 8 out of 10
Ideas to improve this metric Provide detailed review criteria Use peer review strategies Incorporate customer feedback Holistic testing methodologies Re-evaluate low scoring features 4. Feature Dependency Resolution Time Average time taken to resolve issues linked to feature dependencies
What good looks like for this metric: Resolution time within 2 weeks
Ideas to improve this metric Map feature dependencies early Optimize dependency workflow Increase team communication Utilise dependency management tools Prioritize complex dependencies 5. Change Request Frequency Number of changes requested post-initial feature specification
What good looks like for this metric: Less than 10% of total features
Ideas to improve this metric Ensure initial feature clarity Involve stakeholders early on Implement change control processes Clarify project scope Encourage proactive team discussions
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1. Design Completion Rate Percentage of design projects completed within the set timeline.
What good looks like for this metric: 80-90%
Ideas to improve this metric Set clear deadlines Prioritise tasks effectively Allocate resources based on project demands Conduct regular progress reviews Eliminate unnecessary tasks 2. Quality Assurance Score Average score of design quality based on stakeholder feedback.
What good looks like for this metric: 8/10
Ideas to improve this metric Regularly solicit feedback Implement design best practices Encourage continuous learning Use peer reviews Incorporate client feedback effectively 3. Client Satisfaction Rate Percentage of clients satisfied with the delivered designs.
What good looks like for this metric: 85-95%
Ideas to improve this metric Maintain open communication with clients Ensure designs align with client objectives Address client concerns promptly Deliver value beyond expectations Cultivate strong client relationships 4. Revision Rate Number of revisions required before final client approval.
What good looks like for this metric: 1-2 revisions
Ideas to improve this metric Set clear design briefs Confirm client requirements before starting Communicate progress frequently Validate design elements early Analyse past revisions to avoid repeat mistakes 5. Design Time Efficiency Average time spent on each design project.
What good looks like for this metric: 40-60 hours per project
Ideas to improve this metric Utilise design templates Automate repetitive tasks Optimise team workflows Conduct time audits Invest in time-saving tools
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1. Compliance Rate The percentage of projects adhering to established design standards and governance.
What good looks like for this metric: 80-90%
Ideas to improve this metric Conduct regular design audits Educate teams on standards Integrate standards into project workflows Implement a feedback loop for continuous improvement Assign dedicated roles for compliance monitoring 2. Standard Adoption Rate The percentage of teams or individuals adopting new design standards.
What good looks like for this metric: 70-85%
Ideas to improve this metric Facilitate workshops and trainings Utilize champions to promote standards Provide clear documentation and resources Reward and recognise adoption efforts Gather and act on user feedback 3. Time to Implement Standards The average time it takes for teams to implement design standards in projects.
What good looks like for this metric: 2-4 weeks
Ideas to improve this metric Simplify standards for easy understanding Create templates and guides Offer implementation support Use pilot projects to refine processes Ensure leadership buy-in for expedited adoption 4. Stakeholder Satisfaction The level of satisfaction among stakeholders with the design standards and governance.
What good looks like for this metric: 75-85%
Ideas to improve this metric Conduct regular satisfaction surveys Address concerns promptly Engage stakeholders in the development process Communicate benefits clearly Showcase success stories 5. Reduction in Design Errors The decrease in design errors or deviations due to the implementation of standards.
What good looks like for this metric: 30-50%
Ideas to improve this metric Implement a thorough review process Analyse common error patterns Enhance training based on error analysis Utilise automated tools for compliance Encourage peer reviews and collaborations
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Tracking your Quality Assurance Manager metrics Having a plan is one thing, sticking to it is another.
Having a good strategy is only half the effort. You'll increase significantly your chances of success if you commit to a weekly check-in process .
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
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Planning resources OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:
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