Why the heck is the cst contacting us 🧐
Those pesky PIIs 👎🏼
Give me some general QA questions 😈
Band emojis 🎶
"PEANUT", "BUTTER", "JELLY", "TIME"
100
I didn't receive the Guaranteed rate as promised for my transfer #12345678!
Sending money > Fees & Rates of sending money
100
A cst calls in letting you know is name is Chris Morris. When you pull up his profile, you can see his full name is Christian Edward Morris. You ask if he has any additional/middle names. He confirms his middle name is Edward. Is this sufficient for the security trifecta?
Nah - the cst said his name was Chris, not Christian and we need the exact name on the profile
100
🌽We fully answered and addressed all customer’s question(s) in a single call / email / chat. This falls under what category of the QA grading framework?
Efficiency & next issue avoidance
100
They are here without you, babayyy
Three Doors Down
100
The sea nettle is one of these blobby creatures with stinging tentacles
Jellyfish!
200
(DAILY DOUBLE) Hey Wise, I have not setup any transfer yet but may I know what kind of payment methods do you support to pay for my transfer from GBP?
Paying for a transfer / How to pay for transfer
200
A cst calls in wanting to confirm the bank account he paid from. After completing the security trifecta, can we provide the cst with the name of the bank?
Nope - we can never share the name of the bank/card processor that they paid in with.
200
When you complete a corrective action, what hashtag do you use in Klaus to notify the QA reviewed its been done?
#fixed
200
The creme de la creme of virtual hip hop
The Gorillas
200
A schedule of events
A timetable!
300
Yo Wise, I used my wise card to pay for dinner last night but they ended up comping our meal. However it still says the transaction is pending on my account. Can you please refund this?
Wise card > Pending transactions
300
Cst wants to know what address they ordered their Wise card to. Can we tell them after completing the trifecta?
Heck no. We can never share the address.
300
Since March 2023, which two mandatory tagging fields were removed from Twilio
Removed STO & Balance currency from mandatory tagging
300
They only want to be with you
Hootie and the Blowfish
300
In a table setting, it's placed on its own small plate above the forks
A butter knife
400
WTF why did you guys deactivate my account?! How do I get it back?
Compliance > Account checks/suspensions/deactivations
400
A bank/third party is calling us to verify if the details they have belong to one of our csts. What can we share?
Nothing, we’re not able to share if a customer has an account with us or share any details about the account and/or transfer to a third party.
400
(DAILY DOUBLE) If a cst alleges Error resolution, how many days do we have to investigate?
10 days
400
If you dont like them, you must be a "creep"
Radiohead
400
This candy made of caramelized sugar & a legume is easily broken-- but that's the point!
Peanut brittle
500
Hey guys, Ive been sending money to this same recipient for years. Now, I get an error message saying I can no longer send to that recipient. Whats up with that?
Sending money > unable to send money to recipient
500
"I would like to know the name of the company that does ID verification for you?" What should we say?
You can tell the customer the name of the company that’s displayed at the bottom of the ID upload verification page. The exact vendor will vary, but you can check Ninjas Verification page and let customer know if ID was verified with Jumio/Onfido/etc or manually.
500
When scripting a phone call, what 3 questions should your script answer/provide?
What was the call about?
What did the agent advise?
What were the next steps?"
500
Lets groove with these guys
Earth Wind & Fire
500
(DAILY DOUBLE) Alliterative name for chunks of Styrofoam that spill all over the floor when unpacking a box you've received.
Also, it weakens Bolt the dog, from the 2008 Disney movie
Packing peanuts