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