Collaboration
Who do we collaborate with for the status of an FMCSA verification?
Verifications
True or False
"We can provide a status on a bi to an applicant."
No, we can only provide assistance with Missing information or transfer to Consumer Advocacy if they are disputing.
You must use "Declined per SOP" as your siebel subcategory when you receive a call where you're unable to provide a status to the candidate.
What category do we use if a candidate responds to an MI request for their DOB but the provided information does not match the DOB on the order?
MI – Date of Birth
Name 2 QA Analysts
Kathryn, Pan, Pad, Oja
What is the KPI Goal for QA?
90%
Is it required to submit a collab ticket before reaching out to Instant response?
Yes
True or False
Every candidate automatically receives a copy of their bi report upon completion.
False
What category do we use if the client contacts us to make a driver file compliant?
Order Action/Driver File Information Update- B
Where do I go to view my QA scores?
EDJ
What is the Team Amazon Percent to Goal Average Goal?
104%
When should you transfer a caller to the XTD Force Team?
When the caller is with ACW or AFP and their question is related to the platform itself.
Who do I direct the Applicant to if we are not authorized to provide ETA / Status?
*If there is an order found
If there is an order found and there is no MI, candidate can be referred to hiring.amazon.com
What category do we use if a client wants to re-run an MVR?
Order Action/Rerun Search-MVR
How many QAs is the QA team required to complete per agent per month?
6
Name all 4 Strategic KPIs?
Who do I reach out to if Amazon reports an incorrect charge?
Customer Care
creates a Seibel ticket and assigns to Records Support queue
2.
Records Support
researches the incorrect score or unreported charge claim and
confirms defect
If no order is found, please refer candidate to
http://www.amazondelivers.jobs/contactus and use category Status, Sub-Category Order not Placed
What category do we use if a candidate contacts us to help find a collection site?
Scheduling/Pre-Employment (or Randoms) Scheduling
What were the 4 QA updates that went into effect 4/11?
Which KPI has the highest weight?
CSAT
When are you supposed to collab with CRRG?
expired, unknown, or changed more than 3 times, red in Peregrine
Give your best de-escalation statement for an applicant insisting on getting their status
to be judged
What are the required fields to complete in the More Info tab?
Language, platform, country, order/profile id, Applicant name
How many total points can be taken off for written communication/Non voice?
30 points/
What was the overall Percent to Goal for Team Amazon first week?
106.60%