SaFi Bank Space : Quality Assurance and Evaluation guide.

List of quality assurance items for collections QA monitoring.

Guide to operators and managers on items that needs to be present in a collections interaction.

• Deductions

• Violations

• Areas to look after.

Guide to QA on items which has to be observed in a collections observation based on;

1. Non-Citical

2. Critical

3. Zero Tolerance

Process

• Quality Specialist (QA) selects calls based on set parameters in the Genesys recording list for collections.

• Quality evaluates call recording based on set parameters. (See attached QA guide)

  • QA listen and rates calls

  • QA provides call description based on good marks and opportunity marks (Mandatory)

*Call evaluations are done via Genesys forms

• QA sends call feedback to Supervisor and Representative after the completion of the QA evaluation

  • SLA should follow;

    • ZTP to Critical -24hrs after eval.

    • Non critical- within 24-48hrs after eval

Genesys forms

QA view

Supervisor and Agent view

Call recording is included in the forms to be sent to the Supervisor and representatives.