Abbreviations
What does QTE stand for?
Quality Transformation Evaluation
How many percent is Attendance?
15%
What version are we now at for QA DNA Internal Calibration?
Version 6
In case of gift card issues, Ambassadors may always advise users to go back or contact the store they purchased the gift card from. True or False
False
What is the refund processing time for Google Pay?
Up to 15 business days
What does HDP mean?
Host damage protection
What is the passing for Appeals/Dispute not to be enrolled in EDP?
< 1.5%
When was the latest update for the onboarding process v6?
September 20, 2024
How many days is the covered date for a sample to be considered a valid sample?
7 days
What is the verification timeline for the payout International Wire
2 business days
What does PIP mean?
Performance Improvement Plan
What are the components for Productivity and its %?
Completion - 50%
SLA - 50%
Based on our onboarding process, how long is the DNA certification for Internally Promoted QOs (Interns)?
up to 2 weeks of QA DNA certification
What is the new term for co-traveller?
Guest Group Member
If the reservation was booked after 21 April 2025, what macro should be used for Cleaning fee refunds?
Reactive refund:: Cleaning fee:: Host education - after policy
What does SLA mean?
Service Level Agreement
What are our Quality Sub-KPIs
CC, BAU, ATA, Appeals/Disputes, ZT, Variance
What version are we at now for QA DNA Volume Assignment and Evaluation
Version 3
True or False. During mediation, Ambassador should ask the guest's ideal solution.
False
Determine what cancellation reason for:
Guest outcome: Full refund
Host outcome: No consequences
Cancellations by admin (CBA)
What does OKR mean
Objectives key results
Based on our Quality Sub-KPIs, what are the percentage for each?
CC - 20%, BAU - 20%, ATA - 20%, Appeals/Disputes - 15%, ZT - 15%, Variance - 10%
What step in the DNA Internal Calibration v6, mentions that the QOs need to submit individual responses using the BAU form
Step 3
If a specific workflow doesn't suggest a deadline time frame, and the issue is about a reservation that has a check-in between 2 week to 48 hours, how long should the Ambassador pend the case?
24 hours
What does I.D.E.A.S. mean?
Identify, Determine, Explore, Act, and Solve