QA Revision Request Workflow
This process will allow:
✓ Agents to follow up on their QA Revision requests in a timely manner
✓ Supervisors to review and provide feedback if a specific procedure is
not followed.
✓ Filtering the revision requests sent by the agents and focusing on the ones that may be applicable due to misunderstandings in established procedures or scenarios that would not have clear guidelines.
✓ Track all revision request interactions and give a resolution in 48–72 hours timeframe.
How does it work?
After an agent has received a QA Score through Teams, the ticket must be reviewed, and areas of opportunity/additional comments should comprehend the reason why there is a markdown.
If the agent does not agree with the score or thinks the score received doesn't align with the instructions, processes provided in KB, Stonly, and Walkabouts, or approver, the agent is eligible to request a QA Score Revision request by sending an email to the supervisor and copying the QA department with supportive evidence of why the score should be changed.
The supervisor in charge will have an Espresso Session to review the ticket with the agent within the first 48 hours and will provide feedback on the findings.
Supervisors will be the ones to determine whether a QA Score Revision Request will be submitted for review or not.
After the Espresso Session, if the request is not valid, the Supervisor will provide feedback to the agent.
If the request is valid, the supervisor in charge will submit a QA Revision Request to the form.
Quality then will set a meeting to review the ticket and QAs to validate if the reason why the agent was marked down is valid or not.
Feedback will be provided to the agent via email on whether QA will be changed or remain the same.
IMPORTANT NOTE:
The request must be sent within the first 24 hours after notification in Teams is received by the agent.
Supervisors need to follow up on the agent's request within the first 48 hours after the notifications in Teams are received.
Quality needs to provide a resolution for the interactions submitted for review to the QA Revision
Request Form within 24 hours and 72 hours after notification in Teams is received.
FAQs
How long would the QA Revision request take once email is sent by the agent? The resolution would take up to 72 hours in total to get a resolution.
Will QA Revision requests be accepted if the email is sent after the 24 hours the agent received the QA notification? No. If the agent is scheduled to work and no email is sent within the timeframe no exceptions will be made.
What is the information and formatting the QA Revision request email must contain? Email header: QA Revision request + Agent Name + Date Distro: To: Direct Supervisor CC: All supervisors from the same site "Ops Delonghi Guatemala/Miramar"+ QA Team Email must contain supportive evidence for the request to be eligible for review.
What happens if the agent is OOO at the time QA Score notification is sent? 24 hours will apply starting when the agent returns to the office if it is a day off, vacation, or valid absence.
Do supervisors need to do an Espresso session to review QA Revision requests? Yes. Supervisors after an email is sent with supportive evidence will have 24 hours to set Espresso Session for review. This meeting will be recorded and documented.
Who will follow up with the QA Revision Request once the supervisor/QA is OOO? If the direct supervisor is OOO, the supervisor on shift will follow up. The same will happen with the QA. (Appropriate distro in email is required).
Do I need to send a QA Revision request email if there was a mistake in submitting the QA form on the supervisor/QA side? No. QA/Supervisor will follow up internally if a mistake was made on their end and send a follow-up email to the agent with an update on that specific score.
How would I know whether a QA Revision Request is valid or not? An email will be sent by QA to inform the agent of the resolution of the QA Revision Request.