MediaOne Business Group Pte Ltd is committed to delivering digital marketing services that are accurate, consistent, compliant, and aligned with each client’s agreed objectives and scope of work.

This Quality Assurance Policy defines MediaOne’s internal standards, mandatory processes, approval workflows, and accountability structures for maintaining service quality across all stages of campaign and project delivery.

This policy applies to all MediaOne staff, contractors, freelancers, and white-label partners involved in the delivery of client services, including but not limited to:
•  Search Engine Optimisation (SEO)
•  Search Engine Marketing (SEM) and Paid Media
•  Social Media Marketing and Advertising
•  Content production and copywriting
•  Creative and campaign assets
•  Website-related deliverables
•  Digital tracking, tagging, and analytics setup
•  Campaign performance reporting
•  Client communications and account servicing

All third-party suppliers and freelancers engaged by MediaOne are required to adhere to the quality standards set out in this policy as a condition of engagement.

4.1 Client Onboarding
A structured onboarding QA process is mandatory for all new client accounts. The assigned account lead must complete the following before campaign or project work commences:
• Brief validation: confirm scope, objectives, KPIs, and deliverables against the signed contract or SOW
• Access audit: verify that all required platform access (Google Ads, Meta, GA4, GSC, CMS, etc.) has been granted at the correct permission level
• Baseline reporting setup: establish benchmarks for key metrics before any work begins
• Tracking verification: confirm existing tracking is functional and correctly attributed prior to commencement
• Brand guidelines and approval contacts confirmed in writing
• Client communication preferences and escalation contacts documented

4.2 Campaign and Project Delivery
MediaOne applies internal checks at key stages of campaign and project delivery. The following sub-sections define mandatory and applicable checks by service line.

4.2.1 Pre-Launch Review
The following checks are mandatory before any campaign or campaign change is activated:

• Campaign objective and scope alignment with approved SOW
• Target audience, location, and demographic settings
• Budget allocation, daily caps, and campaign duration
• Ad copy, creative assets, and destination URL verification
• Conversion tracking, pixel, and tag implementation verified via QA testing
• UTM tagging conventions applied and validated
• Client written approval obtained and on file
• Platform policy compliance reviewed

4.2.2 Content and Creative Review
All content and creative deliverables must be reviewed against the following before submission or publication:
• Grammar, spelling, and readability
• Brand tone, messaging, and style guide compliance
• Accuracy of all claims, names, dates, product and service details
• Visual alignment with approved client branding
• Platform-specific formatting and specification requirements
• Client approval obtained in writing before publication or deployment

4.2.3 SEO Review
SEO deliverables must be reviewed for:
• Keyword relevance and search intent alignment
• Metadata and on-page optimisation completeness
• Technical SEO recommendation accuracy
• Content quality, factual accuracy, and relevance
• Internal linking structure and URL integrity
• Reporting accuracy for rankings, visibility, and organic performance metrics

4.2.4 SEM and Paid Media Review
Paid media campaigns must be reviewed for:
• Campaign structure and objective configuration
• Audience targeting, segments, and exclusion lists
• Budget settings, bid strategies, and scheduling
• Ad copy, creative assets, and extension configuration
• Landing page alignment, load speed, and final URL functionality
• Conversion tracking and pixel verification (mandatory launch blocker if absent)
• Ongoing performance-based optimisation documented and actioned monthly

4.2.5 Analytics and Tracking QA
Given the critical role of data integrity in campaign performance, a dedicated tracking QA process applies to all accounts:
• GA4 / GTM implementation reviewed and tested prior to campaign launch
• Conversion events verified via real or simulated user interactions
• UTM parameters validated across all paid, owned, and shared channels
• Cross-channel attribution reviewed for consistency
• Data discrepancies between platforms flagged, investigated, and documented
• Monthly data integrity spot-check conducted on active accounts

4.2.6 Reporting Review
All client-facing reports must pass the following checks before submission:
• Correct reporting period and date range confirmed
• All metrics cross-checked against source platform exports (discrepancies above 5% must be explained)
• Clear narrative on performance trends, not just raw data
• Alignment between reported results, insights, and recommendations
• Next steps and optimisation actions clearly defined
• Professional formatting and presentation standards applied

4.3 Client Offboarding
When a client engagement concludes, the account lead must complete the following before account closure:
• Final performance report delivered to client
• All campaign assets, copy, and creative files transferred to the client or stored securely
• Platform access revoked or transferred per client instruction
• Login credentials and access documentation updated in the internal system
• Account history and campaign data archived in accordance with MediaOne’s data retention policy
• Client satisfaction feedback requested and recorded

To ensure consistency, security, and data integrity across all client accounts, MediaOne maintains a defined set of approved tools and platforms. Use of non-approved tools for client work requires prior management authorisation.

Quality assurance is a shared responsibility. The table below defines roles, QA obligations, and approval authority by seniority level.

A ‘high-value account’ is defined by the relevant Department Head based on criteria including but not limited to monthly retainer value, campaign complexity, and reputational sensitivity.

MediaOne’s service quality is directly dependent on the competency of its team. The following requirements apply:

7.1 Minimum Certification Requirements
The following certifications are required for staff in the respective roles:

7.2 Ongoing Development
• Staff are required to stay current with platform changes relevant to their role (e.g., Google Ads policy updates, Meta algorithm changes, GA4 feature releases).
• Department Heads are responsible for communicating material platform changes to their teams within 5 business days of release.
• Training needs identified during QA reviews or performance reviews must be actioned within 30 days.

Where MediaOne engages freelancers, contractors, or white-label partners in the delivery of client services, the following controls apply:
• All third parties must be briefed on the relevant sections of this QA policy prior to commencing work.
• Work produced by third parties is subject to the same internal review and approval process as work produced by MediaOne staff.
• The assigned account lead remains responsible for the quality of all third-party deliverables submitted to clients.
• Third-party access to client platforms and data must be approved by the account lead and documented. Access must be revoked immediately upon completion of the engagement.
• MediaOne does not permit third parties to communicate directly with clients without prior approval from the account lead.

9.1 Internal Issue Management
If an error, issue, or quality concern is identified before client submission or campaign launch, the identifying team member must:
• Correct the issue immediately if within their authority and skill set
• Notify the account lead regardless of whether the issue was self-corrected
• Document the issue in the designated internal log, noting the nature, cause, and resolution

Corrective actions may include:
• Revising or correcting the deliverable
• Updating campaign settings
• Clarifying scope or approval status with the client
• Conducting a root-cause review to prevent recurrence

9.2 Escalation Matrix
The following escalation matrix applies when issues cannot be resolved at the identifying level:

9.3 Client Complaint Process
MediaOne operates a documented client complaint process:
• All complaints, whether received verbally or in writing, must be logged by the account lead within 1 business day of receipt.
• The account lead must acknowledge the complaint to the client within 1 business day.
• A proposed resolution must be communicated to the client within 5 business days unless complexity requires a longer timeline, which must be communicated.
• Complaint outcomes are reviewed by management quarterly to identify systemic issues.

As a Singapore-registered business handling client and end-user data, MediaOne is subject to the Personal Data Protection Act (PDPA). The following requirements apply to all staff:
• Client data and end-user data collected through campaigns (e.g., lead forms, retargeting audiences, CRM uploads) must be handled in accordance with the PDPA.
• Staff must not use client data for any purpose other than the agreed scope of work.
• Any suspected data breach or unauthorised data access must be reported to management immediately.
• Campaign setups involving remarketing, custom audiences, or first-party data uploads must be reviewed to ensure platform compliance (e.g., Meta Custom Audience Terms, Google Customer Match policies).
• Staff must not store client credentials, data, or sensitive information on personal devices or unauthorised platforms.

MediaOne also ensures that all campaigns and content comply with applicable platform advertising policies (Google Ads, Meta, LinkedIn, TikTok, etc.) and Singapore’s advertising standards. Non-compliance identified during a QA review is a mandatory launch blocker.

MediaOne seeks to maintain clear and documented communication with clients throughout the project or campaign lifecycle.
• Written client approval is required before any campaign launch, content publication, or material scope change. Verbal approval is not sufficient.
• Approval records must be retained for the duration of the client engagement and for a minimum of 12 months thereafter.
• MediaOne will communicate material risks, platform changes, or required client actions proactively and in writing.
• All scope changes, regardless of size, must be confirmed via a written amendment to the SOW before implementation.

MediaOne operates a structured continuous improvement programme to ensure QA standards evolve with the business, client needs, and platform changes.

This policy supersedes all previous versions. Any printed copies are uncontrolled. The current version is maintained by management and made available to all staff upon request.