If a CSR disagrees with how an evaluation was scored, he/she should:

Review the disputed evaluation and with a leader

Who is responsible for review of the claim processing functions and servicing techniques to identify and assign errors?

Performance Evaluation Specialist (PES)

During OJT, PESs will complete __ evaluations for a __ month period

15 Evaluations for a 3 month OJT period

How many business days does the Team Leader have to submit the dispute?

Within 3 business days of the CSR receiving the evaluation

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SCIP Quality Rollout

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Questions 10

Answers

1
If a CSR disagrees with how an evaluation was scored, he/she should:
Submit dispute form to the Quality Dispute mailbox
Review the disputed evaluation and with a leader
Contact PES to dispute the error
None of the above
2
What types of work can pricers receive?
All of the avove
Phone Inquiries (Call In Pricing)
Adjustments
Transmittals
3
What types of evaluations can be disputed?
Disqualified Evaluations
Live Evaluations
On The Job Training (OJT) evaluations
Monthly Samples
4
Who is responsible for review of the claim processing functions and servicing techniques to identify and assign errors?
Performance Evaluation Specialist (PES)
Quality Program Administration (QPA)
Customer Service
Team Leader
5
Why do disputes get returned to Team Leaders outside of council?
Disputing only part of the error
All of the above
No supporting documentation
TL agrees with the error, but is requesting coaching instead
6
During OJT, PESs will complete __ evaluations for a __ month period
15 Evaluations for a 6 month OJT period
10 Evaluations for a 6 month OJT period
15 Evaluations for a 3 month OJT period
10 Evaluations for a 3 month OJT period
7
If an employee is assigned errors in excess of _ major or _ minors, they will not meet quality for the month.
3 Major or 1 Minors
1 Major or 2 Minors
2 Major or 3 Minors
1 Major or 3 Minors
8
What type of errors can be assigned by the PES?
Major & Minor
All of the above
Pass or Fail
Accuracy & Completeness
9
How many business days does the Team Leader have to submit the dispute?
Within 3 business days of the CSR receiving the evaluation
There isn't a timeframe
Within 5 business days of the CSR receiving the evaluation
None of the above
10
Performance is based on a percentage-based metric. Pricers are expected to achieve and maintain at least a 75% pass rate
False
True

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