CX - Quality Assurance

Customer service associates will undergo weekly evaluations by the Betterment QA team and Horatio Internal Auditor. These evaluations, based on the Horatio Chat QA Rubric, will assess compliance with Betterment requirements in areas such as ticket handling, customer service, and communication skills.

The Quality Assurance Framework establishes a performance benchmark of 90%. To facilitate onboarding and initial performance development, an 85% target is set for the initial phase. It is expected that personnel will achieve the 90% performance level within a 6-week period.

Horatio - Betterment QA Jotform

Horatio Chat - Rubric Sections

QA Auto-fail Items

Did the Agent uphold the security of the customer's account and/or personal information? Did the Agent speak compliantly?

1. Did the Agent have the customer call in for a fraud case, third-party assistance, or other case requiring phone verification?

2. Did the Agent avoid sending sensitive information via a chat screenshot?

3 . Did the Agent use the appropriate disclosures when they had not already been shared via the bot chat?

3. Was anything requiring a SendSafely link pushed to email? Did the Agent help a customer avoid sending a file outside of SendSafely with proactive communication?

4. Did the Agent only assist the account holder with their own account and avoid sharing information about an account belonging to someone else (including individual elements of a JAH account)?

5. Did the Agent use compliant language?

6. Did the Agent utilize the feedback and escalation boxes? Was any escalation appropriately handled?

7. Did the Agent avoid the use of emojis?

8. Did the Agent avoid providing tax and/ or financial advice?

9. Did the Agent redact any sensitive information shared by the customer in the chat and/or screenshot(s)?

10. Did the Agent avoid unnecessary security risks such as clicking external links via a hyperlink and/or opening a file sent outside of SendSafely?

Did the Agent take action towards Resolution and demonstrate ownership of the Chat?

1. Did the Agent complete any action needed to begin a resolution process? For example, if a Process Street flow needs to be filled, did they fill it out?

2. Did the Agent immediately push the customer to email when that was not necessary?

3. Did the Agent provide an email follow-up themselves when it was within their power following a chat, instead of sending a question into the queue without an answer?

4. Did the Agent reach out in Slack or take action to get in contact with another team when that is needed for resolution? If the Agent did not know the answer to the customer's questions, did they use their resources and/or phone a friend when they were not sure how to proceed?

5. If the customer has a time-sensitive or high-stakes chat, did the Agent demonstrate ownership and a desire to assist the customer however they could, even if the case needed to be taken outside of chat?

6. If the customer said that they wanted to "talk to" or "speak to" an Agent, the Agent did not respond with the Call CX macro unless they confirmed that they did not wish to continue chatting.

7. The Agent did not create unneeded tickets.

In-Scope QA Processes

Betterment Basics:

Includes general information and guidance to help customers understand their accounts and how the platform works.

Account types & basic account management
Transaction timelines & process expectations
Overview of investing options, portfolio types, and how invested funds are managed
Rollovers & how to initiate them
Travel notice setup
Pricing structure overview
General promo questions
Debit card replacements (same PAN)

Taxes:

Addresses common tax-related questions and provides guidance on applicable documents and timelines:

General tax inquiries
Tax document timelines & availability
Contribution basics and limits
Applicable tax documents and how to access them

Navigation:

Provides general guidance on navigating and managing the Betterment online account, such as:

Navigating the Betterment account interface
Accessing and managing account documents
Adding/removing funding and linked accounts
Making deposits, withdrawals, and transfers
Viewing statements, balances, and investment performance
Managing financial goals and investment settings

Out-of-Scope QA Processes

Internal Action - Workflows that fall under this issue type should be converted to an email ticket for confirmation, documentation, and follow-up.
Baerfs (Bank account verification) - Should be handled over the phone in order to call the customer’s bank to verify ownership.
Checking Disputes - Can take down information over chat. Any follow-up should be done over email.
Joint Accounts (any kind) - General information is ok in chat, any actions or troubleshooting needs to be done over email/phone with the joint account holder cc’d or present.
Fraud - Any suspected or confirmed fraud on the account should be escalated to email, or the customer should be directed to call in to our support team over the phone.
Satisfaction Guarantee - Confirmation of this should be sent via email to the customer.
Failed ACATS transfers - Will be handled over email. General questions may be answered over chat.
Email / Identity Verification - Should be handled over the phone or by email. Direct the customer to call in or email in.
Document Requests - If a document is required from the customer in order to resolve the issue, the case should be moved to email and a SendSafely link sent.

Examples of when to pass to Tier Two CX:

For Rewards and Promotions: For inquiries regarding the functionality of rewards or promotions, provide basic operational details. Any requests requiring investigation into specific promotions should be escalated.
For IRA Contribution Year Changes: Pass any requests to change the contribution year for an IRA to the appropriate team.
For Rejected Transfers Requiring Correction: When a customer's transfer is rejected and they require assistance with corrections or uploading revised documents, escalate the case.
For Website or Mobile App Issues and Errors: For any issues customers experience with the website or mobile application, including error codes encountered while attempting actions (e.g., opening a new goal), escalate the case for technical support.
For Issues Uploading Verification Documents: If a customer is unable to upload documents for ID verification, SSN verification, or other required verifications, you may guide them to call in for troubleshooting assistance or escalate the issue.
For Terminated 401(k) Distribution Approval Issues: If a customer is terminated from their 401(k) and has not received a response from their former HR department regarding their termination distribution within 30 days, escalate the case.
For Compliance, Managed Account, or Verification Letters: For requests for Compliance Letters or Verification Letters, proceed with the request. If a customer requests a Managed Account Letter, please obtain their employer's name before escalating the request.
For Mailed Statements or Tax Forms: Process requests for monthly statements or tax forms to be mailed to the customer.

Maestro QA - Betterment

Horatio Coaching Dashboard

Horatio Chat Rubric

Betterment KPI Expectations

What KPIs does the Horatio-Betterment team work towards?

Quality Assurance:

Measures the quality of interactions with customers, and compliance adherence.
Evaluates adherence to established procedures and best practices.
Assesses factors like accuracy, completeness, and professionalism.
Provides feedback and coaching to improve agent performance.

Average Handling Time (AHT):

The average duration of each customer interaction.
Indicates efficiency in handling customer inquiries.
Aims to timeliness with thoroughness and customer satisfaction.

First Response Time (FRT):

The time it takes for an agent to provide an initial response to a customer.
Reflects responsiveness and timeliness of service.
Impacts customer perception of value and care.
Often has a target to ensure quick acknowledgment.

Zendesk Adherence:

Measures the proper use of the Zendesk platform, and on-time attendance.
Contributes to data accuracy and workflow efficiency.
Helps maintain consistency in support processes.

Contacts per Hour:

The number of customer interactions handled by an agent within an hour.
Indicates productivity and efficiency in managing workload.
Needs to be balanced with quality and customer satisfaction.

What are the target KPIs for the Horatio-Betterment team?

Quality Assurance: 90%
Average Handling Time (AHT): 10 minutes
First Response Time (FRT): Less than 3 minutes (or "< 3 mins")
Zendesk Adherence: 80%
Contacts per Hour: 6

Does the Horatio - Betterment team have Horatio Horatio-funded bonus?

Yes, the Horatio-Betterment team is eligible for a bonus program. This bonus structure is designed to incentivize team members to excel in their roles and provides a valuable opportunity for professional growth.

The bonus program takes into consideration several key performance factors to ensure a well-rounded evaluation of contributions. These factors include:

KPI Performance: Achievement of individual and team Key Performance Indicators (KPIs) is a primary determinant. This ensures that team members are actively contributing to our operational goals.
Attendance & Adherence: Consistent and reliable attendance is essential for team success, and it is therefore a component of the bonus eligibility.

Betterment Performance Bonus Presentation | Horatio RD - Google Sites

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