When to Use Staffing
- You need capacity fast with your tools and SOPs
- Scope is stable but volumes vary (seasonal, launch, outage)
- You want QA sampling and dashboards without outcome SLAs (yet)
- You plan to evolve into Managed Services after a pilot
Staff Augmentation
Scale capacity on your stack with calibrated pods, QA sampling, and dashboards - then upgrade lanes to outcomes when ready.
Roles We Commonly Staff
- CX (voice/chat/email, social), Back-office exceptions desks
- KYC/KYB analysts, Disputes ops, Collections support
- Catalog ops, Marketplace compliance, Content moderation
- A/R follow-up, AP/AR clerks, Revenue ops assistants
- Logistics control tower, Carrier ops, Claims desk
- Analysts for QA, WFM, Reporting, Knowledge authors
Quality
QA Sampling
- Defect taxonomy aligned to your policy/version with examples
- AQL sampling by lane; calibration cadence and scorecards
- Coaching notes tied to defects; recurrence watchlists
- Evidence tiles so QA connects to dashboards and audits
Coverage
Shifts & Buffers
- Shift grids and coverage windows sized to forecast error
- Surge buffers for launches, promos, storms, or compliance deadlines
- Cross-train matrices and backup rotations
- Change windows and rollback procedures
Visibility
Dashboards
- Definitions travel with each metric to prevent drift
- QA pass %, defect mix, rework %, sample sizes
- Throughput, cycle-time (p50/p90), backlog aging
- Attendance, occupancy, shrink; coaching completion
Upgrade Paths
Keep staffing; add more lanes and QA depth
Hybrid: staffed QA + client production (quality-as-a-service)
Migrate lane(s) to Managed Services (outcome SLAs + dashboards)
Compare Models
| Dimension | Staffing | Managed Services | Consulting |
|---|---|---|---|
| Commercial | Hourly/FTE capacity | Per outcome/pack with SLAs | Fixed fee |
| Quality | QA sampling, AQL | QA + evidence tiles, incentives | Design defect classes & gates |
| Dashboards | Throughput, QA, backlog | SLAs, guarantees, evidence | Definitions & blueprint |
Scale fast. Stay calibrated.
Spin up pods with QA and dashboards now-upgrade lanes to outcomes later.