equifax

EQUIFAX VALUES as one Equifax, we work as one aligned team while doing the right thing by holding high standards on our audits. this says/do

AGENT LEVEL QUALITY ASSURANCE AREAS 01.) NON-CRITICAL -opening -call handling processes -communication skills -closing 02.) CONSUMER CRITICAL -impacts the consumer experience 03.) BUSINESS CRITICAL -critical to the business 03.) COMPLIANCE CRITICAL -legal/regulatory requirements

AUDIT -customer care agents receive a minimum of four audits per month; you can receive more audits as your supervisor performs additional monitoring -all agents will be monitored through the established call selection process: --freshness-90% of calls audited will be within 24hours of interaction, 10% within 48hours --duration of> 90secs

QA PROCESS

1. evaluation of assess accurate issue resulotion and consumer service delivery
2. evaluation competed QA form in the genesys quality tool
3. agent/level reviews feedback from evaluation
4. supervisor/lead performs coaching if/where needed

QA APPEALS agents has 2 business days to discuss with supervisor

team lead/supervisor has 2 business days to review

if valid if anytime during the appeals process 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 evalaution, the evaluation results stand, and the appeal is closed as "not valid" with no intervention. if the agent disagrees