SaFi Bank Space : QA Dispute Process

Quality assessments made by Collections QA can be disputed thru channels.

QA Evaluation Dispute Process Flow

• Quality Assurance Team publishes call evaluations findings with the corresponding ratings

• Representative and Supervisors receives the findings

• 24 hours is provided for the review of the QA finding/evaluation

  • After 24 hrs;

    • If no dispute is made finding is accepted.

      • If none Critical-Coaching is logged (Coaching process takes place)

      • If Critical- (QA endorsed findings for further investigation)

    • If dispute process is logged .

      • Account is endorsed to Supervisor for review.

        • If disputable

          • TL logs dispute to QA for calibration and clarification of the rating.

        • If not disputable

          • TL-Coaches representatives on the merits of the call (Coaching is logged)

          • TL sends acceptance to QA for record.

        • If QA doesn't agree on the Supervisors finding;

          • Call recording is sent for further call calibration with the Operations team and Quality.