Random
What should you do if a new manager joins the team?
Adjust the QA checklist with the associates under him and schedule a QA intro.
True or False? Missing the SLA of a case that was assigned on time is not a FTR.
False
What do we audit in the section Comm 1 ?
Follow Ups
What are the 2 reports the QA manager shares at the beginning of the month with the team?
Post Offers Feedback and Escalations
What is the method we recommend the associates to use for a root cause analysis?
5 Why's
What should you do if you if you find a case that was worked outside of the regular working hours? i.e.: After the shift or during weekends
Ask the manager if any OT was granted and report the case
What section of the checklist should be scored down if an offer was extended without requesting the tax approvals?
Approvals
True or False? If a fail had a customer impact and there are no clear steps in the SOP, we should still deduct the points since the customer was affected.
False.
I should request the correction offline and immediately ask the Specialist to update the SOP.
Where are the QA parameters stored?
ACES_Team shared drive
What is the name of a chart we can use to identify the most significant types of defects in a descending order?
Pareto Chart
What should you do after an appeal is completed and the score needs to be adjusted?
Send an email to Vijay to correct the audit. Include the case id and the info to be changed.
True or False? Requesting an approval already provided in the ticket is an FTR miss.
True
If I find a miss in the coding of a bonus for a Domestic Transfer. In what section should I deduct the points?
Compensation
What is the report we use to pull data about the cases worked during the year by a specific work stream?
Quick Sight - Transfers Tickets Dashboard - Global
What is the name of the benefit that counts the number of hours spent for completing a given activity?
Labor Time
How long should a QA Lab be?
There is no max or min amount of sessions. They should be adjusted depending on the case.
What is the impact of not initiating the immigration process in ICIMs after the offer is accepted?
The visa amendment process will be delayed for the employee.
Using the same blurb to answer a second question about the same topic. Should be deducted in the ______ section of the QA checklist?
Communication as an "Empathy miss"
Where are the audits from the year 2021 stored?
In the Share Point – 2021 Weekly Report
What were the FTE savings reported for Mine Script?
12.8 FTE savings
What is the name of the project for standardizing the SOPs?
Gold Standard
What is the expected time frame for an associate to complete the corrections required after the FTR is reported?
24 business hours
Including the incorrect currency in the iform is a miss in the ____ section in the QA Check List.
Offer Extension
Where should we store all the activities that can be shared with all the work streams?
What is the amount of FTE savings reported so far by ACES for 2022?
43 FTE savings