Red Offenses
Who do you meet with when you have a QA review for a red offense? ( 2 people)
QAC and your coach.
What is more severe a red or yellow offense?
Red
How many QA reviews do you receive per track?
1
How many points are on the call flow?
10
What is the most owned pet?
Freshwater fish
What is the most common red offense write up?
Failure to Follow the Correct Callback Permission Process:
What is the most common yellow offense?
Incomplete/Missing Recap or Disclosure:
What is the escalation process for Red Offenses?
QA review, Final and Termination.
Who grades your calls?
SCA's
What’s the most common letter that appears in the English language?
E
How many red offense sections are there? Remember multiple write ups can be under the same section.
6
How many yellow offense sections are there? Remember some write ups fall in the same section.
4
What is the escalation process for Yellow Offenses?
QA review, Written, Final and Termination.
How does the QAC test your knowledge when you receive a QA review?
Through questions about that write up ( mini quiz)
What percentage of the earth is water?
71
What is the definition of Slamming? ( Roughly)
Making the purchase of one product contingent upon another or forcing a customer to get a product by way of misinformation.
What is the definition of Incorrect/Missing NRCs:( Roughly)
Failing to disclose a non-recurring charge (one-time charge) or misquoting/setting incorrect expectations for a non-recurring charge.
How will write-ups escalate within your first 4 weeks of employment?
You will just receive and acknowledgement.
When are appeals due?
Monday by 11.
More people visit this country than any other country in the world
France
What is the definition of Cramming ( roughly)
Adding a product without the customer’s knowledge or consent.
How long is it before a final yellow offense de-escalates into a QA review?
180 days.
How many days is a Red Offense Final write-up active for?
180
Where can you find the most updated information on call flow and/or QA offenses?
Succeed.
What is the most densely populated city in the world?
Tokyo at 37 million