QC App
Which queue in the QC App can you utilize to check for any tickets that have been issued to your advocates?
TL Feedback
Which section of the TL partnership meeting agenda should the TL fill out prior to the meeting?
The TL Coaching Perspective section
Which report can you utilize to review your team's Notation Errors?
Error Details Ticket Tracker
When using the QC Rebuttal Submission form, what are the three most important pieces of information to provide?
Name of Advocate, Purchase ID, and Rebuttal Description
Which document can be used to determine if a common error should be considered a True Error or a Notation Error?
The QC Scoring Guide
When would you choose the "System Error" option when reviewing a work item?
When the work item was completed by Harrison but resulted in an error
What date range does QC utilize when creating the agenda for the partnership meeting?
Past 30 Days
If one of your advocates is missing from the Inside Advocate Error Details report, why are they missing?
They do not have any True Errors during the selected date range.
Can you submit a rebuttal for a work item where "True Error" is selected, but the Error Description is blank?
Yes! QC is expected to document the reason for a True Error.
What resource do we utilize to grade Trade-Ins?
The Trades Scoring Guide
When a work item has an error but the error is not associated with the advocate shown in the QC App, what do you do?
Submit the answer as normal, then utilize the TL Work Item Correction Form to associate the feedback to the correct Advocate
How frequently will you meet with your partnered QC Specialist?
Once a month for 30 minutes
Which work item can you view your tickets for in Tableau, but NOT in the QC App?
Outbound Nurture
Should you submit a rebuttal for a work item that is pending reassignment to a different advocate?
No. The ticket will state that the item is pending reassignment.
When reviewing a work item, what is the best resource to determine if that work item was completed by a different advocate in the past 35 days?
The Work Item History in the CarVerify portal
When searching through tickets, what criteria can you enter into the search box?
PID, TL name, Advocate name, Item type
What is an Action Item?
A goal for the TL and QC to follow up on regarding the improvement of the team or a specific advocate between the current meeting and the next one
If you want to see a breakdown of the sub-description errors for a given work item, which section of which report could you filter to find that information?
Inside Advocate Error Details: "ItemTypeGrouped"
When is it acceptable to submit a rebuttal for two tickets issued against the same work item?
Never. QC cannot issue two tickets for the same work item, but sometimes the same error will apply to multiple work items or different CR/LN flags.
Which is the only work item that will never be reassigned to a different advocate in the QC App?
Outbound Nurture
True or False: Once you've reviewed a ticket and closed it out, you are able to reference it in the QC App again.
False (Can only view in Tableau after submitted)
How frequently will you receive a recap of your team's performance from your partnered QC Specialist?
Once a month, at the end of each month
Which section of the Leaderboard does QC reference when determining which advocates should be the focus for coaching?
The DNQ section for QC Score
If your advocate states they didn't complete a work item, where can you check to confirm this prior to submitting a rebuttal?
The Work Item History in the CarVerify portal
What tool, found in Halo Income & Employment Verification, will assist Advocates to know the acceptable amount of hours and frequency to use on an income calculation?
Paystub Frequency Calculator