Founded in 1991, NQR offers a unique perspective to its clients on service quality performance. NQR's partners and staff specialize in performance measurement, quality assessment, training, survey design, and statistical reporting.

NQR’s staff of over 75 individuals has extensive experience in quality disciplines and financial services including transfer agent operations, annuity processing, participant record keeping, and compliance review.  Analysts have an average of 15 years of experience and most earned licenses and certifications such as series 6, 63, 7, or 26 prior to joining NQR.  In addition, 60% of NQR’s analysts are certified in quality improvement disciplines through the American Society for Quality and/or earned Six Sigma quality belts through company-sponsored training.

The three founding partners of NQR are David Driskill, Doug Fortin, and Joe Watts. David, Doug, and Joe had each worked in the financial service industry for almost two decades. Joe retired at the end of 2006. The remaining partners are available to NQR's clients both on a scheduled basis (to present findings and make recommendations) and on request to support the improvement efforts being made or contemplated by NQR clients.

Process:

The NQR transaction and telephone service review processes combine proven statistical models with client-specific, table-driven software and qualified staff. NQR's statistical models, applied to paper-based transaction review, produce findings with a 95% (+1.5) confidence level. The criteria used to judge both transaction and communication quality are developed with the input of the NQR client. NQR's quality audit and reporting processes ensure objectivity and confidentiality. All NQR analysis is governed by predetermined and exhaustively applied rules. The NQR process is designed to produce results that can be relied on as a base for continuous improvement.

Technology:

NQR's proprietary software enables a stable and objective review process, while also allowing for the flexibility to accommodate variations by fund complex and funds within a complex. NQR has its own image-processing platform as well as microfilm capacity. Thus, NQR works with clients at virtually all levels of technology deployment, from image-based, to paper-based transaction processing. NQR can also measure performance for clients making the transition from one technology or process to another. NQR's data capture process is easy and efficient in the setup phase and almost maintenance free during long-term implementation. NQR has experience working with virtually all of the major mutual fund transaction processing/transfer agent systems.