CritSit

CritSit

Professional Development

6 Qs

quiz-placeholder

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CritSit

CritSit

Assessment

Quiz

Other

Professional Development

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Created by

Chang Luu

Used 1+ times

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6 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

 

What does CARE stand for?

Communication, Awareness, Resourcefulness, Efficiency

Caring, Advocate, Resourcefulness, Emotion

Consistency, Action, Reliability, Enthusiasm

Communication, Accountability, Resourcefulness, Empathy

2.

MULTIPLE SELECT QUESTION

10 sec • 1 pt

Who will evaluate your case while you are still managing it (retaining case ownership)?

Team Managers

Quality Analysts

Subject Matter Experts (SMEs)/ Shift Leads (SLs)

Trainers

3.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

When will you receive a VoC (Voice of Customer) analysis?

When I receive 1 - 3-star cases.

Never!

When I receive 4–5-star cases.

When I upset customer.

4.

FILL IN THE BLANK QUESTION

45 sec • 1 pt

CTQ Level 2 Behavior - GDPR Compliance: Failure to use approved scripts when advising .......... in compliance with the General Data Protection Regulation (GDPR)​

5.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

How many closed evaluations would CSM normally receive from QA team each week during Nesting phase?

3

1

2

4

6.

FILL IN THE BLANK QUESTION

45 sec • 1 pt

Short script: As indicated by our records, you ................ for the recording of the calls for this case. Is that ......... still valid?