MY QA SOCIALIZATION

How many parameters are there in the Chat Scorecard?

• 11

• 12

• 13

• 14

How many parameters are there in the Phone Scorecard?

• 11

• 12

• 13

• 14

How many parameters are there in the Email Scorecard?

• 11

• 12

• 13

• 14

How many Compliance parameters are there?

• 2

• 4

• 6

• 8

When scoring N/A, is the score affected?

• Yes

• No, the score is dispersed through other parameters.

Which Chat parameter has the highest score?

• Resolution(FCR)

• Process

• Handling

• Acknowledgement

What is the score for the Highest Scoring Parameter in the Phone Scorecard?

• 7

• 8

• 9

• 10

What happens if one of the Compliance Parameters is not met?

• The evaluation score will be "0".

• The evaluation will be marked as "non-compliance.

• No effect on anything.

Select an example of the failure to adhere to GDPR/PDPA.

• Did not update Green Notes.

• Did not tag the correct disposition code.

• Impact member experience

• Did not verify member's account.

What is the score for the Highest Scoring Parameter in the Email Scorecard?

• 7

• 8

• 9

• 10