QA Feedback Dispute (Kickback) Process

QA Feedback Dispute (Kickback) Process SOP

Effective Date: February 27

Overview

The QA Feedback Dispute (Kickback) Process provides a structured and transparent method for CX Ambassadors and Team Leaders (TLs) to raise concerns regarding QA evaluations when they believe a score should be reconsidered.

Process Steps

Step 1: Internal Discussion

• If a CX Ambassador disagrees with a QA evaluation, they must first discuss it with their direct Team Leader (TL).

• The TL reviews the disputed feedback, listens to the call (if applicable), and assesses the justification provided by the CX Ambassador.

• If the TL agrees that the score should be reconsidered, they proceed to Step 2. If the TL does not support the dispute, the case is closed.

Step 2: Formal Dispute Submission

• The TL submits a dispute request to the assigned QA Analyst via email or a designated tracking system. The request must include:

  • CX Ambassador Name

  • Call/Interaction Reference Number

  • Specific QA section(s) being disputed

  • Justification for the dispute (why they believe the score should be amended)

• The QA Analyst acknowledges receipt and schedules a meeting within two business days.

Step 3: Discussion & Resolution

• The QA Analyst and TL meet to review the disputed feedback.

• The QA Analyst reassesses the case based on the discussion and either:

  1. Amends the score if justified.

  2. Maintains the original score if the dispute is unproven.

• The outcome is documented and shared with all involved parties.

Step 4: Escalation to Higher Leadership (If No Agreement is Reached)

• If the TL and QA Analyst do not reach an agreement, the dispute is escalated to the CX Development Manager for review.

• The CX Development Manager re-evaluates the case and makes a final decision based on:

  • QA guidelines and standards

  • Business objectives and customer experience impact

  • Any additional evidence or context provided

• The final decision is communicated to all parties, and the case is closed.

Key Guidelines

• Disputes must be raised within 48 hours of receiving QA feedback.

• All discussions must remain professional and constructive.

• The process is designed to ensure fairness and accuracy, not to challenge QA integrity unnecessarily.

This process aims to strengthen our feedback mechanism and enhance fairness in QA evaluations. For any questions, please reach out to the relevant team members.

You can submit your disputes Here