Quality Control Team FAQ

Quality Control is part of the Product department within the company’s Functional Structure. It operates alongside Product Management, Product Marketing, Design and Software Partnerships.

QC is divided into three squads, each to support a different area/product: Ace (Distribution Squad), Capybaras (Dashboard Squad), Conversion Crew (FH.me/FHS Squad). If you want to know more about how QC is structured you can watch the QC Day in the Life video.

QC collaborates closely with multiple departments, including:

Product and Engineering:

• Feedback on features (Dashboard & Site)
• Alpha/beta testing
• Best practices development
• Project scopes, feature enablement/disablement, and deprecations
• Quality monitoring
• Design support

For more details please check the Product Team and Quality Control Help Page.

Account Management:

• Dashboard and site checks & updates
• Conversion optimization projects
• Ad hoc requests

For more details please check the Account Management and Quality Control Help Page.

Other teams for ad hoc support:

• Operations
• Business Intelligence
• Support
• Client Engagement & Marketing

QC plays a crucial role in the Product Development Lifecycle, impacting product innovation, feature adoption, user experience, and conversion optimization. Below are key examples of how QC has made an impact.

1. Before Product Launch (Pre-Live Impact)

QC helps accelerate innovation and development velocity by:

• Supporting active beta tests across multiple products (Dashboard, FH Sites, Distribution). Providing critique and validation in early stages.
• Developing best practices for feature adoption and optimization​.

2. After Product Launch (Post-Live Impact)

Once a product is live, QC ensures:

• Increased product adoption, solving issues.
• Conversion optimization.
• Improving user experience.

3. Long-Term Business & Product Growth

QC contributes to broader business goals through:

• Improving Product & Engineering Operations
• Accelerating market share growth, ensuring feature releases align with revenue impact.
• Driving automation & scalability, freeing time for high-value activities.
• Enhancing internal processes.

• Read this help page for Quality Control strategy.
• Read this help page for more information on how QC works with other Product teams.
• Read this help page for all of the checklists for Quality Control.
• Read this help page for process specific information.

The #qualitycontrol channel is a versatile resource offering opportunities for direct support, streamlined question handling, project transparency, and ongoing improvements in best practices. Whether you’re seeking answers, aligning on processes, or staying updated on QC initiatives, this channel is your go-to for all things QC.

• QC Office Hours:
QC team members are available for one-on-one meetings to answer questions and provide guidance. Whether you need help with best practices, QC processes, or project-specific challenges, these sessions are an opportunity to get personalized support. Simply fill out the AirTable form in the channel to schedule time with the right expert.


• Question Submissions:
By categorizing questions, the system connects you directly with the most relevant QC team member, streamlining responses and fostering collaboration. You can submit questions to QC by selecting the “QC Question” form in our channel and choose the topic most applicable to your question.

• QC Project Updates:
To keep everyone informed, updates about completed QC projects are automatically shared in the channel. These posts include essential details such as project names, leaders, objectives, and links to related documentation, ensuring visibility and alignment.

• Ad Hoc Best Practice Reminders:
QC is committed to maintaining high standard, and the team will share best practice updates as needed. These reminders focus on common issues and actionable solutions, helping to prevent recurring mistakes.

Please check the FareHarbor Internal Changelog for updated information about Best Practices and the FareHarbor Sites Changelog to see all recently deployed features and bug fixes.

For more information about Best Practices Communication, see the Best Practices Communication Cheat Sheet.

FareHarbor employees have the opportunity to give feedback concerning new features or best practices through the following methods:

• For new feature feedback, use this form.

All feedback and form submissions require names so that the Product Enablement Manager can follow up with you directly with any questions or with results of your form submission within 3-5 business days of submission. Feedback received will either be communicated to resolution, archived for future action or immediately acted upon depending on the priority as decided by Quality Control, Best Practice Champions, and Product.

• Join the #qualitycontrol Slack room and follow along with updates on ongoing projects.
• Use the workflow in #qualitycontrol to ask questions to Senior QC team members.
• Submit your idea in the Quality Control Idea Box

Should

• Features you receive calls/emails/questions about most frequently Features people (clients or fellow employees) “break” most often
• Topics/features that could be audited for best practices
• Topics/features could be revisited/retaught to people working in the dashboard to decrease repetition in your workday
• New best practices to increase booking fees or make usage of current features better

Should not

• Product Suggestions or Feature Ideas (Belong in Product Idea Box)
• Things that belong in Operations Idea Box or Business Idea Box