QA Training

QA Training

SLA Adherence Audit QA

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Purpose

Establish internal Service Level Agreements (SLA) for processing L&D-related tickets submitted through Fresh. It ensures efficiency, accountability, and alignment with the ADDIE model while maintaining realistic commitments that support external SLAs.

01

Agenda

Acknowledgement & SLA Planning

01

Task Creation & Updates

02

Communication & Visibility

03

Delivery & Closure

04

Critical Failures

🌟

MaGical moments

Tool Talk

Choose your Canned Responses

The appeal process can be found by pressing the "+" icon.

The document will only be availible to the L&D Specialist, QATL and Direct Manager.

A score buddy will be sent to all L&D Specialist so they can have full visibility.

If any issues are encountered with the Document please contact the QATL.

LOOP

Where can I find all this information??

You will learn how to loop by seeing this slide!!!

Info

Thank you

Submit your request at:

insuranceqa@porch.com

Deliverables were submitted by the committed due date

All Documentation was provided on time based on the timeline given by the L&D specialist from the begining of the conversation or based on the updates provided throughout the lifecycle of the project!

• Every ticket must include evidence of completion attached directly in Fresh before it can be resolved.
• Examples of acceptable documentation include updated materials, training decks, recordings, agendas, SOP links, or confirmation notes from stakeholders.

All major actions or milestones are reflected in Fresh updates

Acknowledgement message included ownership confirmation and request for clarifications if needed

Requirements

Did the stakeholder provide sign-off?

The last communication with the requester must include the deliverables and the sign-off.

Collaborations with SME / stakeholders documented when applicable

L&D Specialists collaborate with management and stakeholders to confirm:

• Urgency and expectations
• Required resources (e.g., SMEs, tools, content libraries)
• Alignment with ongoing initiatives or competing priorities

Communication with stakeholders must remain visible in Fresh tickets.

Communication was proactive and visible in the ticket (not just internal notes)

All communications with requesters must happen inside the ticket (not via Teams or Outlook). If a requester messages you directly, reply that the response will be documented in the ticket, and then update the ticket with both the requester’s message and your reply. If a conversation happens verbally, a note must be entered into the ticket with context of the conversation.

Kinds of Canned Responses

Show determination and proactivity by keeping our requester updated on every step of the development of the tasks.Example:

Ticket was actively updated throughout the lifecycle

SLA plan (final start/due date) was confirmed within 48 business hours

• Once a planned start/due date is initially defined by the Project Manager, the assigned L&D Specialist has 48 hours to review internal workload, requirements, and:
• Validate or revise the proposed dates.
• If the proposed start/due dates set by the Project Manager don’t align with their current competencies or bandwidth, the L&D Specialist should escalate to propose adjusted dates that ensure commitments are both competitive and aligned with overall priorities.

Purpose

They serve several important purposes in communication—especially in customer service, technical support, and sales. Here’s a breakdown of their main purposes:

• Efficiency and Speed
• Consistency
• Knowledge Management
• Error Reduction

• Professionalism
• Quality Control and Compliance

📌 Each task must include a brief description of the work (if not clear from the subject, it should be added in the description).

Did the title of the task include sufficient context?

Did the ticket include final documentation? If no documentation was needed, was approval requested?

Finalize documentation once deliverables are complete and stakeholders are informed. Documentation must include proof of completion uploaded in the ticket (e.g., final deliverables, training evidence, links to updated resources, or stakeholder confirmation). No ticket may be resolved without this evidence, Unless ecalated and approved by Mercy. Approval should happen withing the following process.

Agenda

📌 Section 1: Acknowledgement & SLA Planning 20%

🛠️ Section 2: Task Creation & Updates 20%

📣 Section 3: Communication & Visibility 40%

✅ Section 4: Delivery & Closure 20%

❌ Critical Failures

🚩 Magical Moment

🧰 Tool Talk

🎯 Q&A

Ticket includes at least one task, or an associated Project Task

Every request must include at least one actionable task to ensure traceability and completion. Task creation placement is based on estimated effort:

• If the task is less than 72hrs
• Create a ticket task(s) within the ticket
• If the task is more than 72hrs
• Create Projects Task(s), Task List(s), or Project (as applicable) in Fresh Projects.
• These tasks must be associated with their originating ticket.

Appeal process

All appeals will be submitted via email to "insuranceqa@porch.com".

• Appeals are only used to review a spesific category or behaviors that resulted in a dedution.
• Any question or concern that doesnt have to do with a deduction would need to be reviewed with your direct Manager.
• The appeal process may take from 48 to 72 hrs for a response. (Depending review or competing priorities)
• You will have 5 buisness days after the evaluation was submitted to escalate an appeal, after those days the evaluation will be taken as understood and acknowledged.
• Can also be reviewed as a case by case basis*

What details do you need on my appeal email.

• Title :
• Appeal : Ticket number
• Body:
• Date of Submition
• Requester of ticket
• Behaviors/Catorgy to dispute with Reason of dispute

Was the ticket dispositioned correctly?

Service Desk ticket Disposition Status

Dependencies or blockers (if any) were clearly documented

If you find comminication with the requester outside of the ticket (Teams, External Email, Meetings) make sure to add internal notes with any details regarding the discussion or reply to the requestion the ticket with a summary of the discussion.

• Example:
• Base on our conversation, we will ...

SLA plan confirmation was clearly communicated to requester

Confirm any dependencies (e.g., SME availability, tech access, content). Respond to the requester with the final confirmed start and delivery dates. 📌 The SLA begins at the confirmed start date, not ticket submission or assignment date.