Quality Assurance

Equifax values As one Equifax, we work

• One Equifax
• Do the right thing
• Say / Do
• Customer first

Agent Level Quality Assurance Areas 01 Non-Critical

• Opening Call Handling Process
• Communication Skills
• Closing 02 Consumer Critical
• Impacts the customer experience 03 Business Critical
• Critical to the business 04 Compliance Critical
• Legal / regulatory requirements

Lesson 2 -Audit

• customer care agents receive a minimum of four audits per month; you can receive more audits as your supervisor performs addition monitoring.
• All agents will be monitored through established call selection process
  • freshness -90% of calls audited will be within 24 hours of interaction, 10% within 48 hours
  • Duration of > 90 seconds

QA process

1. Evaluation to assess accurate issue resolution and consumer service delivery
2. Evaluation competed QA form in the Genesys Quality Tool
3. Agent/Lead reviews feedback from evaluation
4. Supervisor/Lead performs coaching if/where needed

QA Appeals Agent has 2 business days to discuss with supervisor -> Team lead / Supervisor has 2 business days to review

if valid if any time during the appeals process the appeal is deemed valid, the appeal will be closed as "valid" and the team leader/ supervisor will change the quality evaluation in the system / report.

if invalid If the team leader / supervisor agrees with the evaluation, the evaluation results stand, and the appeal is closed as "not valid" with no intervention. If the agent disagrees

Lesson 3 - Suggestion for Success Suggestion for Success

1. Active listening
2. Organization
3. Flexibility
4. Learning 5, Use Knowledge Base Article
5. Aim to give quality experience on every call