T2/QA Appeals Process:
Sometimes for a number of reasons, a QA score for a T2 rep may need to be disputed. The reasons can range from the QA rep forgetting to fill in a line-item all the way up to the supervisor strongly disagreeing with a QA rep’s scoring of a call. These guidelines will help make sure that this process is used only when needed.
Requirements for an appeal:
Appeals can only be filed by supervisors, QA reps, or other higher positions within the department. While representatives can bring concerns to their supervisors, they themselves cannot create an appeal.
The supervisor must believe that a score was incorrect, or should be given a second look
This can either come from their own review of rep’s weekly QA scores, or from rep concerns brought up in 1-on-1’s
The supervisor must strongly believe the scoring was incorrect in either direction.
The score must move the representative from a pass to a fail, or vice-versa
I.e. we will not appeal a change from a 20 to a 25, as the rep will still fail
Steps for an appeal:
Supervisor fills out the appeal form if they believe a call/email needs to be reviewed.
Call appeal: https://goo.gl/forms/kWHvqgRhPSxBwe6m2
Email appeal: https://goo.gl/forms/bsQ36ANU5BJ7W9su1
While filling out the scoring section, the supervisor should fill out what sections they believe should be given points or have points taken away from in the call/email, versus what may be on the record.
The supervisor should send comments with why they believe the appeal needs to be filed in this case
Once QA receives the request, they will make sure it meets the above requirements and then have a separate QA analyst score the call/ticket from the one that gave the original score
If the second QA rep agrees with the first, then the original score will stay. If the second QA rep agrees with the supervisor, they will go with that score. And if they are not fully sure, the call can be brought to the weekly calibration meetings.
The QA rep will then mark resolution column in appeal response sheet and edit the original form response inside the response google sheet and color and date the edited cells via appropriate format (for record-keeping purposes).
The change in score will reflect immediately and will be visible under the same date as the original grade.
Appeals procedure - QA side (in progress)
Steps to follow once QA appeal is filed:
Email of a new appeal should come into firstname.lastname@example.org
Go into the response form, find the new appeal, and hand off regrading to appropriate QA analyst and mark the request on appeal form as “pending”
If QA analyst agrees with the supervisor, please add “appeal [date]” to any cells that need added points, or remove cells that must be removed, and in both cases please color the cells bright orange.
On the appeal sheet, please select “resolved”/”declined” at the end and add the date
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|Asked: 3/4/19, 2:18 PM|
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|Last updated: 3/4/19, 2:19 PM|