2nd QA Challenge

BONUS

Que pasa cuando pones una CEREZA frente a un espejo?

• 
• 
• 

What is the correct outcome for this IDV case at FWS and SF, based on the information on the attached image?

• 1. A) FRAUD:

  2. Decision: Approved, Reason: IDV Accepting Appeal

  B) SALESFORCE:

  Customer: Dasher

  Issue: IDV

  Resolution Category: MQ ID Verification - DX

  Resolution: DX Quality - Onboarding Approved Inquiry

• 2. C) FRAUD:

  3. Decision: Approved, Reason: Persona (Incorrect / Expired)

  D) SALESFORCE:

  Customer: Dasher

  Issue: IDV

  Resolution Category: MQ ID Verification - DX

  Resolution: DX Quality - Onboarding Approved Inquiry

• 2. E) FRAUD:

  3. Decision: Declined, Reason: Failure to Confirm Identity - Facial ID / Scan

  F) SALESFORCE:

  Customer: Dasher

  Issue: IDV

  Resolution Category: MQ ID Verification - DX

  Resolution: DX Quality - Onboarding Declined Inquiry

• 2. G) FRAUD:

  3. Decision: Invalid, Reason: Unable to Locate FWD Account

  H) SALESFORCE:

  Customer: Dasher

  Issue: IDV

  Resolution Category: MQ ID Verification - DX

  Resolution: DX Quality - Invalid Case

2. You receive a new IDV case from Fraud Work Station with the SF Case 633743, you open FWD Applicant and see at the Notes section that there is a previous DECLINED (under age) SF Case 436337 from 02/07/2025 already worked (correctly). Based on the information and the Persona Inquiries on the picture, what is the correct outcome for your case?

• A) FRAUD

  1. Decision: Declined

  2. Reason: Failure to Confirm Identity - Facial ID / Scan

  B) SALES FORCE:

  Issue Category: Account Issue - Dx

  Issue: IDV Dispute

  Resolution Category: MQ ID Verification - DX

  Resolution: Onboarding Declined Inquiry

• C) FRAUD

  1. Decision: Invalid

  2. Reason: Merged

  D) SALES FORCE:

  Issue Category: Account Issue - Dx

  Issue: IDV Dispute

  Resolution Category: MQ ID Verification - DX

  Resolution: Dx Quality - Invalid Case

Which IDV Flowchart is the up to date one?

• 
• 
• 

Which ReIDV Flowchart is the current one?

• 
• 
• 

Which is the most current Bank ReIDV Flowchart?

• 
• 
• 

What are the automatic Auto Fails for IDV Cases?

• Did the Agent verify if the inquiry was previously worked and correctly merged the case when required?

• Was the Dx properly submitted for ToF?

• Did the Agent correctly identify any quality issues?

• Did the Agent arrive at the correct outcome?

What are the Auto Fails for ReIDV Cases?

• Was the Dx correctly retriggered when required?

• Did the Agent send Correct macro for respected workflow?

• Did the Agent arrive at the correct outcome?

• If deactivation was required, was the Active box unchecked and correct deactivation reason used?

Which are the QA Grades for IDV and ReIDV Disputes?

• A

  1. 1. Autofail

  2. 2. Initial Review.

  3. 3. Investigation Review.

  4. 4. Case Notations.

  5. 5. Communication.

  6. 6. Closing.

• B

  1. 1. Autofail

  2. 2. Initial Review.

  3. 3. Quality Review.

  4. 4. Case Work Notations.

  5. 5. Communication.

  6. 6. Closing.

• C

  1. 1. Autofail

  2. 2. Initial Review.

  3. 3. Investigation Review.

  4. 4. Case Work Notations.

Based on the information on the picture, what is the correct outcome for this IDV Dispute?

• A. - Declined

  • - Failure to confirm Identity - Facial Id / Scan.

• B. - Approved

  • - Accepting Appeal.