QA Policy and Process for Agents

Objective: To ensure that all support agents consistently meet the quality standards set by the company, and to provide a structured approach to help those who fall below the expected performance.

1. Evaluate Agents performance:

• At the end of each month, the QA team will have completed the evaluation of all agents and quantifying their scores based on their Business, Customer, and compliance criticals alongside their CSAT and EV Score. 

• SLA: The QA team will have completed the evaluation by the end of every month. 

2. Root Cause Analysis:

• QA and Team Leaders will conduct a root cause analysis to determine the reasons for the low score. This could be due to lack of training, misunderstanding of processes, or other reasons.

• SLA: The root cause analysis results will be compiled as soon as evaluation is over to notify the agents within 3 business days.  

3. Notification:

• Agents will receive at the start of the month an email report displaying their scores, observed strength and weaknesses of where they fell short both in terms of Quality and Operationally. We will also include target goals for underachieving agents to aim for by the end of the new month and provide article suggestions and areas they can explore to cover gaps of knowledge.

• If the agent still scores below the requirements (Under 75%), then agents will be pulled into a training session to support the agent in improving their performance.

• SLA: Emails to be sent within 4 business days from the start of every month.

4. Training and Coaching:

• Training and coaching will be conducted during the month based on the root cause analysis towards the low performing agents. 

• SLA: The duration of the training will be dependent on the identified gaps but should be concluded within (30) days.

5. Monitoring and Feedback:

• The agent's performance will be closely monitored over the next month to ensure targets are met. 

• Weekly feedback emails will be provided for low scoring individuals (Starting with individuals scoring under 75% for the time being. This will be adjusted down the line) to discuss progress, addressing any concerns .

• SLA: Weekly feedback emails will be sent no later than EoB on Sunday. 

6. New Evaluation Cycle:

• At the end of the following month, the agent will be re-evaluated. If their scores have improved then a new target will be set until the agent reaches the standards we aim for among the team.

• If the agent still scores below the requirements or fails in achieving the target, then the QA team will share the report and suggested article and plan to the TL. TL will arrange to discuss goals with the agent to achieve.

• If the agent still fails to achieve the target after 2 months, which includes a training session and sitting with TL, then the agent will be recommended for PIP.

• SLA: Re-evaluation will be conducted within (3) business days following the start of the every month. 

7. Documentation:

• All steps, from identification to re-evaluation, will be documented. This will help in tracking the agent's progress and will serve as a reference for future evaluations. The QA team will ensure to communicate with all agents regarding their performance and improvements. Should the agent request more details, the QA will happily oblige.

• SLA: All documentation related to the agent's progress, from identification to re-evaluation, will be updated in real-time and will be made available to relevant stakeholders within one (2) business day of a request.

8. Recognition and Reward:

• Agents who show high scores and achieve the target at the end of the month will be rewarded points towards their CoE Rewards wallet that they can utilize. Rewards will be distributed based on CSAT, Monthly/daily assessments, high EV Score, achievements, utilizing Faz3a Protocol, etc. 

• SLA: Recognition and rewards for improved agents will be announced and distributed within five (5) business days from the start of every month. 

9. Peer Coaching/ Mentorship Role/Projects:

High-scoring agents (90%+) may be invited to become peer coaches or mentors to other agents, sharing their expertise and strategies for success. They are also the ones that will be considered for any new project that CoE will undergo. 

• SLA: Invitations for peer coaching or mentorship roles will be extended within seven (7) business days following the recognition.

10. Participation in some Middle Management Meetings:

High-scoring agents (96%+) on occasions will be given the opportunity to participate in middle management meetings, providing them with insights into decision-making processes and allowing them to contribute their on-ground perspectives. This is subject to middle-management approval.

11. Feedback Session:

Every month or two, we will gather the high performing agents and open the floor for them to share their feedback, findings, ideas, and proposals. We will also see what are things that make them an effective Foodics Support agent in hopes to spread the skill and knowledge among the team. 

• SLA: The feedback session will be scheduled within a bi-monthly basis or less if time permits. 

CSAT

• Quality team will do 100% CSAT samples (100% for RMS and General) 

• Invalid samples will not count towards an agent’s CSAT calculation