CS (Customer Success) Quality Development Expectations

Where is Quality Quest located?

Upon completion of new hire training, how many week(s) of FYI does an agent get?

• 1 week

• 4 weeks

• 8 weeks
• 2 weeks

How many QSDDs does Shutterfly have in Service Cloud?​ (a)  

• 5
• 7
• 4
• 6

When an agent is scored during an FYI period, what kind of score will they see?

• FYI No Score (0)

• FYI Real Score (75%)

• FYI Score 100%

• All of the above

911 Coaching Submissions should be addressed within

When assessing calls, how far back should you filter on the report to pull contacts?

• Previous 10 days

• Previous 7 days

• Previous 5 days

• All of the above

How many QSDDs are there on Lifetouch?

(a)  

• 5
• 6

• 4

• 10

First two weeks ( FYI post training), how many assessments should the Quality Evaluator complete per agent per week?

During peak season(s), what is the reduced number of assessments per agent per week?

• 1

• 0

• 2

During the FYI period, Evaluators should provide detailed ​ (a)   including which questions/sections would have resulted in deduction.

• answers
• feedback