CS (Customer Success) Quality Development Expectations

Where is Quality Quest located?

(a)  

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

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

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

911 Coaching Submissions should be addressed within

(a)  

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

How many QSDDs are there on Lifetouch?

(a)  

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

(a)  

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

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