Quality Assurance Induction

Quality Assurance Induction

María ZúñigaIT Specialist

María RojasHC Specialist

David AguilarIT Specialist

Meet the Quality Assurance team

Esteban BonillaQA Product Lead

Guillermo MongeFinProc Specialist

Rishi VaccariFinProc Specialist

Agenda

Global and Local Documentation

Important Links

Feedback analysis process

NICE Engage Platform & Looker Studio

Quality Support Service

QA Sample & Passing Score

QA Handbook

Feedback analysis process

What is our Purpose?

We analyze Listen to calls, check processes, validate the completion of work, and check our knowledge base.

We listen Collect customer feedback from the surveys

Our Clients

We take actions Provide feedback, fill knowledge gaps, improve our processes, services, and tools, and acknowledge our peers.

Process Flow

Survey rate is 1, 2 or 3

Survey rate is 4 or 5

Your TL provides you feedback

Important Links

What do I need to do?

Please download and import the bookmarks folder according to the instructions below. By following the steps, you will have all the necessary links related to QA.

• Download this file on your computer:
• Click on the three dots and over bookmarks
• Click on “Import bookmarks and settings”
• In the import bookmarks and settings window, change the source from “Microsoft Internet Explorer” to “Bookmarks HTML File” and click on Choose File
• Now look for the file and open it
• A new folder named “Imported” will appear in your favorites bar, and your QA bookmarks will be there. You can drag and drop the folder into your favorites bar, or you can leave it where it is

Global and Local Documentation

Global and Local Documentation

ServiceNow4IT

Global SDX - Quality Assurance

QA Academy gSite

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QA Sample & Standard Score

QA Sample & Standard Score

The QA team evaluates four different interactions during the month, one evaluation per agent per week.

90%

The passing score is

Quality Support Service

How to get in contact with the QA team

Email: feel free to reach us at san_jose_ssc.quality_assurance@roche.com with your questions

In-person: if you are at the office and the QA is there, you can always ask for help

Google chat: any time you have questions, you can send us a google chat for a faster reply

Rose Portal: You can always open the QA catalog to ask for support.

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NICE Engage Platform & Looker Studio

About Nice

• It is our Quality Assurance Management tool

• The application works only on Microsoft Edge

• It can be accessed using this link: https://rkamvnapp01.emea.roche.com/NiceApplications/Desktop/XbapApplications/NiceDesktop.xbap

More about Nice

Looker Studio

• What is it?

• You can access it using this link.

• Important!

QA Handbook

VS

QA Handbook / gSite

QA Handbook / Docs

THANKS!