QA Compliance Refresher

How many compliance parameters are there? 

• 1

• 2

• 3

• 4

Ali (agent) stated that delivery TAT will be 1- 2 working days when it's actually 5-10 working days.

What compliance parameter will this fall under? 

• Incomplete/missing/incomplete info 

• Task Avoidance

• PDPA

• BSI Notes

A member contacted MS and wanted help processing her order, Agent Alice informed the member she could do it herself through VO/mobile App and asked her to do it there instead. 

What compliance parameter will this fall under? 

• Incomplete/missing/incomplete info 

• Task Avoidance

• PDPA

• BSI Notes

Agent Lily assisted the member on a faulty diffuser case, Lily then did not update any notes under the member’s account. 

What compliance parameter will this fall under? 

• Incomplete/missing/incomplete info 

• Task Avoidance

• PDPA

• BSI Notes

Why is compliance important? 

• 1. To adhere to the company’s standard

• 2. To drive member experience and avoid financial losses

• 3. To ensure that the info given to members are accurate

• 4. All the above