QC App
When would you choose the "System Error" option when reviewing a work item?
When the work item was completed by Harrison/ AI but resulted in an error.
Where can you find more information on what work an Advocate completed if CarVerify is not clear?
You can search through the SalesForce notes in the Customer page to determine which Advocate completed what.
What Cleared Properly rate must you maintain?
90% Cleared Properly rate
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 "Notation Error" option when reviewing a work item?
When a Work Item was completed correctly, but lacks the proper notation or corresponding documentation saved.
Who would you issue a ticket for on a Work Item that you see was touched by multiple Advocates in CarVerify?
You will ticket the Advocate that actually completed the work. This is typically the person who changed the Work Item status to "Complete". Cross reference the SalesForce notes to confirm.
What actions must you take after you've received a Spot Check email outlining the Work Item you graded incorrectly?
You must update the clearance method to the correct answer and add/remove feedback as needed.
What resource do we utilize to grade Trade-Ins?
The Trades Scoring Guide
When do you need to leave feedback notes for a Work Item you are reviewing?
When you are selecting Notation Error or True Error for a Work Item, you must leave detailed feedback.
The QC App shows all Credit Report flags in RED. What do you reference to confirm which flags were actually triggered for the Advocate to review?
The CarVerify Credit Report Work Item History.
What actions must you take after you've received a rebuttal?
Review and implement the feedback! Scott will update the Work Item, but it is important that you take time to review the information to prevent future errors.
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
Which resource can you use to check how many work items you've completed for the day, week, month, etc.?
The UW Work Items QC Tracker.
If a customer does not budget for their vehicle, which work items should be left on hold and NOT completed?
Employment Verification, Funds Verification, AND Proof of Income
What is the top reason for rebuttal submissions?
What tools do we have available to us to verify if a pay stub income calculation was completed correctly?
The Pay Frequency Calculator and the Income Calculator for the QC App
When reviewing a Trade-In on a SWAPPED purchase, which Advocate's work and documents reviewed do you verify?
You should review the documents and work completed on the original purchase, prior to the swap, as we already have possession of the trade.
If there are 2 errors on a Work Item you are reviewing that were completed by 2 different Advocates, which Advocate would you ticket?
You should issue a ticket for the error that is more severe and affects the purchase the most. For the second Advocate's error, you can reach out to their Team Lead for coaching.
Who can submit a rebuttal?
Only Team Leads can submit rebuttals after they've reviewed the ticket with their Advocate.
Which resource should you use when you need to reassign a Work Item ticket to a different Advocate?