Quality and Assurance

This course will train you on how to make a successful transfer

QA Assessments- These are the markers that QA will be grading you on to ensure you get credit for a successful transfer

YOUR INTRODUCTION TO THE QA DEPARTMENT

CONSUMER COMPREHENSION

How easily was Agent understood, and how much did they sound like a native English speaker? Did the agent connect successfully with the consumer and did the consumer understand the agent?

Is there room for improvement or should Agent be removed from the Campaign?


THE INTRODUCTION

PROMPTNESS - Did the Agent take a long time to speak when the call connected or did you hear lots of silence, like padding call times in voicemails, etc. Did the Agent follow the Script?

Did the Agent present his/her unique personality and bond with the consumer?

P. E. E -

Was the Agent Positive, Engergetic and Enthusiastic as appropriate to gain interest, or FLAT-UNINTEREDSTED-SOUNDED BORED

Was the Agent able to project his/her P.E.E onto the the Consumer therefore controlling the conversation from the start?

PURPOSE 

Was it clear what product(s) the Agent was calling about? Did the Agent make it clear this was not a sales call and for informational purposes only? Did the Agent ensure the consumer that they we only providing obligation Free information and a transfer to someone who could help them?

PROFESSIONAL

Did the Agent sound confident and knowledgeable? Did they show the consumer they could be trusted to transfer them to someone who could provide them with answers they were looking for?


INTRO REBUTTALS 

 Did the Agent properly reply to objections in the INTRO - not interested, etc. or did they just give up and say they would call back?


SCRIPTED 

Does the Agent sound like they are reading from a script, or do they sound like they are having a conversation? Are they having such difficulty they need to be removed from the Campaign for further training? Was the consumer so frustrated by the lack of Agent interest they hung-up?

QUESTIONS 

When you heard calls that went into the accepted requirements, did you hear the Agent asking the questions properly? Did they cheat and pass through unacceptable responses when they did not get the answers that were needed?

THE THREE (3) C's

Did the Agent Control the Conversation-

Did the Agent Control the Consumer-

Did the Agent Control the Transfer?

ADDITIONAL REBUTTALS-TCPA 

Did the Agent use rebuttals properly throughout or did they lose control of the conversation and allow the consumer to run the conversation?

DID THE AGENT PROPERLY HANDLE THE TCPA?

PROPERLY PERFORM TRANSFER

Did the Agent follow the Transfer protocols to ensure the connectivity between the \consumer and the Loan Officer/Tranfer Agent? If not would Agent benefit from additional training or removed from Campaign?

RATING 

How would you feel if this Agent called you or someone in your family?

THREAT 

Do you believe this Agent to be a threat to the Team, Company, Client or Campaign as a whole by non-compliance of the company or campaign standards?

DESCRIBE WHAT THIS MEANS TO YOU AND FOR YOUR TRANSFERS

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