Day 8 Recap Quiz

What is a passing Quality Assurance evaluation score?

• 75%

• 80%

• 90%

• 100%

When you miss Customer Accuracy on an evaluation, you will-

(Select all that apply)

• Be suspended from taking calls

• Not be informed

• Receive a QA Alert Email

• Coached for improvement

Be mindful that evaluators can see what you have pulled up on ___ of your screens.

Answer explanation

Yes, ALL of your screens are recorded and reviewed during evaluations!

Be mindful of teams chats and unnecessary applications.

What are some examples of the SLA/KPI’s we look for?

(Select all that apply)

• Quality Scores

• Average Handle Time (AHT)

• Number of Calls taken

• Average Speed of Answer

• Seniority

True or False.

Missing anything during an interaction will cause you to fail your QA evaluation.

• True

• False

Answer explanation

This is not true. It's understood that we are human beings capable of mistakes.

You do not need to be perfect 24/7 to pass your evaluations, but striving for greatness in every interaction will increase your standing with the project.

Remember, when the season ends you will be looking for another project within ASM and a favorable recommendation from this project can help with that.

What are some of the examples that are looked for on an evaluation?

(Select all that apply)

• Addressing the preparer's issue

• Staying on topic

• Correctly verifying the preparer

• Proving full and complete call resolution

• Using appropriate hold times when needed

Answer explanation

Yes.

All of these are included in what we look for during evaluations. Please review your resources for more details and more examples.

Which is the minimum number of evaluations you should be receiving each week?

• 1 per category

• 1 phone

  1 chat

  2 uploads

  2 papers

• 2 in each category

• 2 phone

  2 chats

  1 upload

  1 paper

Paraphrasing is a key element in which QA category?

• Customer Accuracy

• Timeliness

• Procedural Accuracy

• Regulatory Accuracy

• Professionalism

What are some best practices for passing your evaluations?

(Select all that apply)

• Have the CPG/KB open for every call/chat

• Actually read and use the CPG/KB

• Remember to log your call accordingly in MAX

• Be thorough on every call/chat to ensure FCR

Answer explanation

While logging your call appropriately is important, it is NOT part of your QA evaluations.

FCR = First Call Resolution - addressing all issues thereby eliminating the need for the caller to follow up with a second call.

True or False.

If you believe the evaluation was done incorrectly, you're allowed to challenge it.

• True

• False

Answer explanation

Yes, but if you challenge an evaluation be ready to show proof as to why you believe it was done incorrectly.

You should read the evaluation form and feedback as well as review the call/chat yourself to ensure your challenge is justified.