Metrics
What is Sign In percentage expectation?
98%
What is the QA Ulysses guidelines called?
QA Standards Ulysses Playbook or QA Playbook
What is our team name?
Game of Phones
What is Angie's real (government) name?
Andrea R Fisher-Beckett
Where is our MSCC located?
Duluth, GA
What is Compliance percentage expectation?
91%
If you are requesting your points back from an evaluation, what form should you use?
Rebuttal Request Form
How many agents are on this team?
13
What position did Angie have before becoming a TM?
RS
What is our ED's name?
Jim Taravella
What is ACW expectation?
less than 48
If you are trying to better understand why you were deducted on an evaluation, what form should you use?
Clarification Request Form
Who had a birthday in May?
Gladys and Angie
Who is Angie's manager and also our team's OM?
Michael Buckley
What is our Senior Vice President of Health Plan Member Services name?
Jody Coy
What is QA percentage expectation?
92%
What are the 11 parts to an excellent QA score? (Hint: See QA Call Playbook)
Greeting; Professional Tone; Acknowledgement; I can statement; Transition; Probing or Validation Questions; Solutions with Options; Gains Acceptance; Recaps & Next Steps; Offer Additional Assistance; Closing
Monday & Friday
What is Angie's office number 770.291.4443 used for?
callers including compliments, etc
What is our Senior Vice President of Health Plan Services and Administrations’ name?
Chuck Bevilacqua
What is Hold time expectation?
Where can additional information about QA be found?
MSCC Quality Assurance Resource Page
Do not join the huddle but review QA evaluations, CSIR Alerts, close open cases, etc
What is Angie's cell number 678.491.9802 used for?
KP Staff only
Who is the Chairman/CEO of KP?
Gregory A. Adams