What does CARE stand for?

• Communication, Awareness, Resourcefulness, Efficiency

• Caring, Advocate, Resourcefulness, Emotion

• Consistency, Action, Reliability, Enthusiasm

• Communication, Accountability, Resourcefulness, Empathy

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

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.

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

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

• 3

• 1

• 2

• 4

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