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Welcome to the Quality Assurance Training!
On this page, you will find information about how we use Quality Assurance (QA), in our work.
What is QA?
The primary goal of Quality Assurance is to prevent errors and mistakes in the interactions between students and contractors. Also, its ultimate purpose is to assure customer satisfaction, develop confidence, and accomplish continual quality and efficiency improvement.
Quality assurance is focused on preventing issues before they occur by identifying and implementing standards, processes, and procedures that ensure consistent and reliable performance. This involves going over interactions and providing feedback to ensure quality throughout the interactions.
How is the Grading Manual different from the Best Practices Manual?
The Grading Manual is what is actually graded on when the QA team looks at completed interactions.
The Best Practices Manual is recommended processes/ actions that are recommended for all agents who complete General Queue work. It's not necessarily graded but for great interactions, you will want to follow these recommendations.
What Counts as Meeting Expectations vs. Not Meeting Expectations In Each Section?
When you get your graded QA, you might see that you "Did not meet expectations" in a section. What this means is that there were enough errors in your interaction to flip your score from Meeting to Not Meeting. There will be times where you might've done something incorrectly but your score in the section still says "Met Expectations". We allow a few mistakes but if a mistake is made multiple times, then we will mark that second as "Expectations Not Met".
Quality Assurance Grading Manual
Quality Assurance Grading Manual
1.FERPA {Expectations met or Expectations not met}
1.FERPA {Expectations met or Expectations not met}
a. The email of the sender is correct according to PATH and the response is sent to the correct email address if confidential information is being shared. FERPA laws and BYU-Pathway Worldwide confidentiality policies are not violated.
2. Information Given {Expectations met or Expectations not met}
2. Information Given {Expectations met or Expectations not met}
a. The information given is correct according to the articles, announcements, and trainings.
b. The procedures located in the articles, announcements, and in trainings are followed.
c. The student is referred to the appropriate office/department (if needed).
d. The student is directed to the correct tool (if needed).
e. All requests from the student are addressed.
f. All stated questions/concerns are fully addressed.
g. All resources are sent when promised (links, attachments, etc.).
3. Email Structure {Expectations met or Expectations not met}
3. Email Structure {Expectations met or Expectations not met}
a. An email template is properly used.
b. The student’s name is correctly written in the greeting.
c. BYU-Pathway's standard signature with the contractors' name is present.
d. The overall format of the email is structured in a professional manner. This includes using a professional font consistently throughout the email.
4. Writing Mechanics {Expectations met or Expectations not met}
4. Writing Mechanics {Expectations met or Expectations not met}
a. There are no spelling errors.
b. There are no major grammatical errors.
c. There are no major punctuation errors.
d. Capitalization is consistent.
5. Clarity {Expectations met or Expectations not met}
5. Clarity {Expectations met or Expectations not met}
a. The information given is clear and easy to understand.
b. Jargon is not used (ONLN, PWOL, PATH, etc.).
c. Contractors should refer to the programs by their proper names (i.e. BYU-Pathway Worldwide, Online Degree Program, PathwayConnect).
6. Politeness {Expectations met or Expectations not met}
6. Politeness {Expectations met or Expectations not met}
a. The contractor is polite and respectful to the student.
b. No negative, rude, or aggressive statements are made.
7. Customer Attached {Expectations met or Expectations not met}
7. Customer Attached {Expectations met or Expectations not met}
a. The correct student record is selected as the customer and is attached to the interaction.
8. Articles Attached {Expectations met or Expectations not met}
8. Articles Attached {Expectations met or Expectations not met}
a. All articles applicable to the interaction are attached.
Tickets
1. Created When Needed {Expectations met or Expectations not met}
a. A ticket was created when needed.
2. Ticket Filled Out Completely & Correctly {Expectations met or Expectations not met}
a. The ticket was filled out completely and correctly with clarity so that the receiving team may understand the issue(s) presented.
3. Routed to the Correct Team {Expectations met or Expectations not met}
a. The ticket was routed to the correct team.
Best Practices and Background Information
Best Practices and Background Information
1. FERPA
When FERPA-protected information is given out, the email used to contact the student needs to be identical to the email listed in PATH. If not, a FERPA wrong email template should be used.
If a 3rd party contacts us on behalf of a student, a 3rd release form must be on file. This can be found within the student’s contact in the CRM. If there is NOT a 3rd party release form on file, contractors may only give out general program information.
3. To view the FERPA policy see the following articles:
a. PC -Confidentiality of Student Records (FERPA)
b. OD-Family Education Rights & Privacy Act (FERPA)
2. Professionalism
Contractors should communicate with students in complete sentences. Correct punctuation, spelling, grammar, and capitalization must be used.
Contractors should follow these guidelines for professionalism: Smiley faces, emoticons and texting slang should NOT be used. (i.e. Ya, IDK, BRB, TY, etc.)
Contractors should avoid making unclear statements such as: “maybe”, “possibly”, “I think”, etc.
Contractors should NOT use Pathway jargon (i.e. PATH, article, 1.0/2.0, BSC, etc.)
Exclamation points may be used sparingly to show enthusiasm and emotion. Only one exclamation point at a time should be used. (e.g. Incorrect: “Congratulations!!!!” Correct: “Congratulations!”)
For questions regarding your QA score, please reach out to your supervisor. If you would like to dispute your QA score, fill out this form.
Link: https://forms.gle/KqYoxEb8WTTrLvAcA
Link: https://forms.gle/KqYoxEb8WTTrLvAcA
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