12:55 MIN SEC Welcome to Leaders Exam Instructions: Please note that the maximum time to complete this survey is 45 minutes. 1. Choose Teamleader Please select your answer Aatekah Merghani Othman Fadlallah Sabra Knani Sana Khalid Dadarkar Samreen Ahmed Atef Hammami Issam Hmidi Walid Bouzidi Nesma Hussein Alaaeldin Abdalla Adam AlSandi Hayder Mohamed Farahna Mohamed Aisha Inayutollah 1 out of 3 2. Future coaching practices don’t tie quality scores to performance pay. True Flase 3. Current coaching practices drive feedback directly back to the agent thru a “dashboard” for self- management True False 4. One of the 12 monitoring guidelines, do not publicly post monitoring results by name or other data that could identify an individual agent The supervisors should deliver the training and coaching always. True False 5. The best practices in quality scorecard methods are using sliding scale 33% and Yes/ No 67%. True False 6. Developing scorecard content overall includes opening, body and closing. True False 7. One of the QA program benefit is to use the results to improve hiring and training. True False 8. The most important challenge for QA program is lack of time to monitor. True False 9. It’s not important to have calls recording sample of good and bad calls to be used in training the new hires. True False 10. When training and coaching performed, we have to implement immediate corrective action as well as development plan based on the cases. True False 11. When performed training and coaching, usually we have to include external trainer/ consultant. True False 12. The training and coaching should covers only skills and knowledge. True False 13. When deliver training, we should stick on workshop only. True False 14. One of the must – not- do items in training and coaching is do not be negative, rude or disrespectful. True False 15. One of the must- not - do items in training and coaching is to provide prompt feedback and comprehensive agent evaluations on regular basis. True False 16. When collect QA results and feedback, we should have a plan to close gaps in people, processes and technology. True False 17. Verbal feedback should be organized, concise and personal only. True False 18. Written feedback should be including but not limited to logical, accurate and constructive. True False 19. When provide feedback, you have to have category for fatal and non-fatal errors. True False 20. The record and review QA method is the simple one to implement. True False 21. The criteria for QA selection is a crucial for business direction. True False 2 out of 3 22. Project Please select the top (5) initiatives and improvements (based on business pillars; people, process and technology) for effective role of Quality Assurance Team in KAC Call Center. (pls use a brief statement & action). 1- 2- 3- 4- 5- 3 out of 3 Your quiz time is about to finish. Few seconds left. You cannot switch tabs while taking this quiz!You are not allowed to switch tabs violation has been recorded.You cannot minimize full screen mode!You are not allowed to minimize full screen while taking this quiz, violation has been recorded.Time is Up!