QA Trivia - July

All

1

A new member calls in to WHOOP who already placed an order but hasn't received it yet…… do they still need to be verified fully?

Yes

1

What are the initial 3 verification questions?

- Do you NEED to ask these 3 before moving onto the alternate questions?

First and Last Name

Email associated with the account

Sensor ID

- Yes, always attempt to gather these 3 before moving on to the alternate questions

1

What are the required Case Fields to fill out? (7 point question)

• MCR

• RMA 

• Products

• Cancelation Case Resolution

• Contact Details

• Subject Line

• Case Details

Questions

1

Call control (7 points)

Please place the following in the correct order of operations when it comes to the proper call flow.

• Ask what we can help with

• Audio recording disclosure  

• Ask whether they're calling about their own account or someone else’s account 

• Determine which verification pieces to ask for (their account or another members account)

• Greeting/Introducing yourself

• Ask if there is anything else we can assist with while we have them on the line

• Assist with the callers described issue

• Collect verification information

• Greeting/Introducing yourself 

• Audio recording disclosure  

• Ask whether they're calling about their own account or someone else’s account 

• Determine which verification pieces to ask for

  • (We should always ask the initial 3 verification questions first before moving on to the alternate questions. If calling about another members account, would need to proceed with authorized user verification)

• Collect verification information

• Ask what we can help with

• Assist with the callers described issue

• Ask if there is anything else we can assist with while we have them on the line

1

What are the alternate verification questions?

Last 4 digits of CC on the account

Date of Birth associated with the account

Shipping Address associated with the account

Order Number 

1

If you do not inform members of the recorded line, would this result in 9 points down or an auto-fail?

Auto-fail, just like verification questions

Are

1

What are the 5 Case Note fields everyone must fill out? (5 point question)

• Contact Reason

• Actions Taken

• Next Steps Required

• Additional Information

• Relevant Past cases

1

Is there a doc you can refer to with all MCR fields?

"MCR Resource Guide" 

Very

1

Can you leave an internal note section blank if there are no relevant pieces of information? Why? (Explain your answer)

No, you should at least fill in “N/A” or “No relevant information” - this way it will prevent QA from thinking that you forgot to fill in a section.

1

What is an easy way to utilize the MCR Resource Guide?

Command + F to search key words that will help you narrow down the correct MCR field for your specific case

Important :)

1

Can you edit a previous case note after a member response instead of posting a new updated case note above the response? Why? (Explain your answer)

No - if you edit an existing internal case note after the member responds instead of posting a new updated case note above the response, it would appear that you were predicting the future of whether a troubleshooting step would work or not

1

If you do not fill out all Case Fields, how many points off would this be marked down?

9 points off