Collaboration
Statuses
Seibel
QA
KPIS
100

Who do we collaborate with for the status of an FMCSA verification?

Verifications

100

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.

100

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

100

Name 2 QA Analysts

Kathryn, Pan, Pad, Oja

100

What is the KPI Goal for QA?

90%

200

Is it required to submit a collab ticket before reaching out to Instant response?

Yes

200

True or False

Every candidate automatically receives a copy of their bi report upon completion.

False


200

What category do we use if the client contacts us to make a driver file compliant?

Order Action/Driver File Information Update- B

200

Where do I go to view my QA scores?

EDJ

200

What is the Team Amazon Percent to Goal Average Goal?

104%

300

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. 

300

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


300

What category do we use if a client wants to re-run an MVR?

Order Action/Rerun Search-MVR

300

How many QAs is the QA team required to complete per agent per month?

6

300

Name all 4 Strategic KPIs?

QA, THT, CSAT, Contacts/Interactions per Day
400

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

400

If no order is found, please refer candidate to

http://www.amazondelivers.jobs/contactus and use category Status, Sub-Category Order not Placed  

400

What category do we use if a candidate contacts us to help find a collection site?

Scheduling/Pre-Employment (or Randoms) Scheduling

400

What were the 4 QA updates that went into effect 4/11?


400

Which KPI has the highest weight?

CSAT

500

When are you supposed to collab with CRRG?

expired, unknown, or changed more than 3 times, red in Peregrine

500

Give your best de-escalation statement for an applicant insisting on getting their status

to be judged

500

What are the required fields to complete in the More Info tab?

Language, platform, country, order/profile id, Applicant name

500

How many total points can be taken off for written communication/Non voice?

30 points/

500

What was the overall Percent to Goal for Team Amazon first week?

106.60%