Quality Assurance Process

What is the QA passing score?

• 80

• 75

• 90

• 85

What browser do you use to open NICE?

• IE

• Google Chrome

• Firefox

What is the maximum of time to avoid dead air during a call?

• 30 seconds

• 45 seconds

• 3 minutes

What information is mandatory to verify with the customer at the beginning of the call?

• User name/Unix ID and Full Name

• Division (Pharma, DIA)

• Main location (SSF, INDY...)

• Is the customer onsite or is he a field customer?

What are 2 options that you should never attach to the ticket?

• Customer's phone number

• A Shipping Address

• The photo of customer's badge

• Pin Numbers/Passwords

What is evaluated on the category of "Review"?

• Is to confirm customer profile

• To ask for additional assistance at the end of the interaction

• Is the permission that we need to ask to close the ticket

When is necessary to create a Request for Information or INC?

• When there is a service disruption that requires troubleshooting and/or escalation.

• When a customer has a how-to question, missing knowledge, or something he/she cannot find.

• When the customer needs to know the status about an existing Incident or request.

What was the name of the QA Google Site?

• Quality Assurance Site

• QA Gsite

• QA Academy

What is the name of this category on the QA Handbook?

"By resolving the incident ticket you must enter a descriptive, accurate, and understandable resolution text in the incident record."

What are the 3 channels to contact the QA Team?

• Using their mailbox [e-mail]

• Using the Catalog on Snow

• By Phone number

• By Hangouts Chat