Certification Process

After training and nesting are over, you will have a live session with an assigned QA during your regular shift where some chats will be solved. You will have two types of chat:

• A real customer

• A role play with the assigned QA

• You will not be able to ask for help from the support floor, training, supervisors, QA or your colleagues.

• Messages cannot be sent to support channels for chats/tickets in Slack.

• The entire screen must be shared at all times. If sharing is stopped for any reason, the certification will end at that time. Certification will be completed until the next round.

• The microphone must always be on. If muted for any reason, the certification will end at that time. Certification will be completed until the next round.

• QA will not provide assistance. If QA is asked direct questions during a customer chat, the call will be ended at that moment. We will only help if the QA considers it urgent so that the chat does not escalate. Any questions asked of QA will not be answered.

• If the chat that is being answered is a role play, that is, the QA that does the certification is who created the QA chat, no help will be given. Any questions asked of QA will not be answered.

Exception: if permission is needed for a refund you can ask the QA.

For a ticket to be valid consider:

• • • It was not sent to the ticket Slack channel

    • Training, floor support, supervisor, QA or colleagues have not helped to resolve the ticket

    • “You're welcome”, “Already Addressed”, blank emails, “Positive Feedback” emails are not valid

    • Tickets confirming assistance was provided in another ticket/chat are not valid