General Knowledge
This is what COE stands for
Center of Excellence
What is the element?
P8
Explains the tasks, duties, function and responsibilities of a position
Job description
Quality threshold for new hires
80%
How many total calls do you receive and what is the breakdown of the types?
30 (10 rate quote, 20 rate quote w complaint)
95%
Where can you locate saved information regarding Calibrations sessions?
Teams
A tool that supports you in acquiring, improving, and developing your skillset while in your current role.
IDP (Individual Development Plan)
Maximum number of quality evaluations for newly hired advisor
Local Mystery Shop Goal
95%
Every 3 Years
COE Certification
What information must be saved in the Calibration folder?
Calibration report, Agenda, Meeting Minutes, Email communication to the team.
Where can you locate your IDP?
My Talent World
Where are Abay scores documented?
Flash report (AHT and Abay report tab)
What is the 100 club?
Recognition for advisor who score 100% in MS
Where to locate information about elements?
COE Dashboard in Guru
What should you do if you will be out of the office and you are scheduled for a Calibration session?
Find coverage and update Calibration schedule
Name of annual performance review
LEADS Evaluation
How can you determine if an advisor has had an Abay evaluation completed in WFO?
There will be a flag for New Hire
What folder can you locate previously completed meeting minutes for meetings completed by the management team?
COE M5_M6 Agenda, Minutes, Presentation
What are the 4 pillars of COE culture?
Leadership, Measurements, People and Tools
Change calibration schedule to green
Name the 4 Goals/IKOs associated with my role
EBIT, Transit Time, Calls Contact Rate Improvement, Center of Excellence Leadership
Who completes Abay evaluations for new hires?
Training or Supervisor
What % of variance is reviewed by management between QA and MS results?
10%