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
6. Aim to give quality experience on every call