====== Quality Overview ======

Our Quality Assurance program is intended to give agents a guideline for interacting with customers. Calls are monitored regularly and graded against a scorecard. More important topics have a higher weighting.

QA is broken down into the following categories.

===== Required Details =====

  * **Greeting** - The agent must greet the customer with their first name. For example: 

**Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?// 

  * **Confirm Identity** - At least 2 personal details must be confirmed.
  * **Closing** - Did the agent ask if there is anything else that they could assist with?

===== Processes =====

  * **Refund** - If a refund was given, did it fall within our policy?
  * **RMA** - If an RMA was generated, were address and all other relevant details given? If the product is unopened and being sent for a refund, was the restocking fee explained?
  * **Call Back** - Was callback process followed and an ETA given? Did the agent set a time and stick to it?
  * **Accuracy** - Did the agent provide accurate and relevant information as per the wiki?
  * **Offers** - Did the agent make an approriate offer to the customer to settle the matter?
  * **Notes** - Did the CRM Note include all necessary information?

===== Phone Skills =====

  * **Confidence & Clarity** - Speak clearly with confidence. No chewing. Minimal use of "Ummm". The agent is 100% focused on the customer.
  * **Understanding** - Did the agent fully understand the reason for the call?
  * Active Listening - Did the customer repeat themselves

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