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Supervisor Process: Quality Feedback

By
Carla Reed
on 3/4/19, 2:23 PM 22 views

Quality scores and feedback received by Supervisor from QA team

1. Supervisor adds quality scores to KPI metrics

2. Supervisor adds concerns and notes into Quality Coaching section of 1 on 1 sheet.

  • Supervisor discusses these action items with the rep during 1 on 1

    • If the rep would like to hear these calls, the supervisor can download the items from the rep’s google drive folder and play them for the rep.

      • If you do not have time to play this call during you 1 on 1, the supervisor should create a pause time exception for the rep to listen to the call(s). Exceptions should not exceed more than 10 minutes per call and should be performed on the same day as their 1 on 1.

    • If your rep would like to appeal their score, they should fill out a QA form from the call and submit it to you within 24 hours.

      • If you listen to this call and believe QA gave the rep a valid score, you should follow up with the rep and provide coaching within 24 hours

      • If you listen to the call and believe QA has made a mistake that affected the outcome of the call’s score, please follow the appeal process here.

Keep Informed

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Asked: 3/4/19, 2:23 PM
Seen: 22 times
Last updated: 3/4/19, 2:23 PM