Quality Quiz

What does a defined benefit scheme guarantee you when you retire?

• A secure income

• A winning lottery ticket

• An unlimited supply of Greggs sausage rolls

• None of the Above

We can make payments/trade with non-sanctioned countries?

• True

• False

• May be

• I have no idea

Quality is about meeting the needs and expectations of customers

• True

• Flase

• MAy be

• I am not sure

Is First Pass Accuracy an internal metric or external metric?

• Internal

• External

• Both

• None

NPS received through surveys is an internal measure or external measure of our member advocacy?

• Internal

• External

• Both

• None

Pending a case is to ?

• Save SLA

• Sort out the dependency on external parties

What is more important ?

• SLA

• Productivity

• Accuracy

• None

Which accuracy indicates getting First Time Right?

• Processor Accuray

• Checker Accuracy

• Member Complaints Correction

Working on a 6 months old case, your priority should be?

• Pend the case

• Send the holding letter

• Do everything to ressolve the case

Quality is whose ownership?

• Me

• My Manager

• Colleague sitting next to me

• My neighbour