What is Quality Assurance (QA)?
QA is the process we use to determine if your client interactions meet Cricket Debt/Urgent Counseling/Solid Start Financial and EOUST requirements.
How does QA work?
A manager will listen to a call or read through a WC interaction to see if the company and EOUST requirements are met. The interaction is scored, documented and shared with the counselor.
While the majority of the interactions are selected randomly, some are reviewed due to being escalated as an issue from a customer or attorney.
Why We QA
The goal of QA is to make certain each counselor is delivering quality counseling to our clients, optimize counselor efficiency and ensure Cricket Debt counseling is compliant with EOUST guidelines.
QA is also a key piece of the bi-annual performance review process and factors into the counselors performance score.
Category Key
The key below gives you an understanding of the areas that are being reviewed during any client contact via Phone, or WC.
| 1 | EOUST Compliance |
| 2 | Accuracy |
| 3 | Efficiency |
| 4 | Courtesy |
| 5 | Professionalism |
Was the call/WC EOUST compliant
If the interaction didn’t cover the basic EOUST requirements it will be an automatic zero for the interaction and the rest of the QA will not be scored. Details of what failed will be included.
If the interaction covers the basic EOUST requirements but fails Cricket/UCo/SSF standards, the interaction will be scored as all 1s. Details of what failed will be included.
Training QA
If the counselor is learning a new skill/process or is new to WC, their QA may be marked as “training” and will offer feedback but not have a negative impact on their overall performance.
Ratings
Accuracy, Efficiency, Courtesy and Professionalism will rated using the following scores:
1 = Unacceptable
2 = Needs Improvement
3 = Meets Expectations
4 = Exceeds Expectations
5 = Outstanding
Great Job With
This will only be completed when counselors go above and beyond or demonstrate exceptional skill in an area. Counselors will be given concrete examples of how they excelled.
Need To Work On
When a specific area needs adjusting, fails to meet or only partially meets expectations we will point them out so that you can learn and make the appropriate change(s). Again, counselors will be provided concrete examples of where they fell short and steps required on how to improve.
Feedback
The details of how a counselor excelled or needs to improve will be documented in this area.
QA PDF
Once the QA is complete, it will be emailed to you. The QA will include some basic information such as date, time, client name, and U. This allows you to review the account information for your QA and gain better understanding of the highlights and/or areas needing correction. Below is a key to understand your overall QA score.
| Score | Grade | Measure |
| 15+ | A | Outstanding |
| 13-14 | B | Exceeds Expectations |
| 10-12 | C | Meets Expectations |
| 6-9 | D | Needs Improvement |
| 0-5 | F |
Unacceptable |
Link to Sample QA Feedback PDF:
https://drive.google.com/open?id=1L9dpifc1MIMctom3onuuE5GqHa1luttq
Expectations
Once a QA is delivered to a counselor via email it should be reviewed in a timely manner.
- Constructive coaching and tips should be adopted immediately to prevent future low QA scores and possible disciplinary action.
- Positive coaching should be committed to memory so that the action can be repeated consistently, leading to higher QA scores.
The Quality Assurance Cycle
Phase 1 – Verbal Feedback
When delivered:
- Typically during the first weeks of training, but this “on the spot” feedback can also occur during any live meeting with a manager.
How Delivered:
- This is immediate feedback from a manager or trainer, given during live training sessions, conference calls, zoom meetings, Slack, etc.
- While not exactly “verbal,” feedback can also be delivered via Slack in real-time as well.
Phase 2 – Email Feedback
When delivered:
- Typically sent weekly, after the counselor has begun counseling “semi-solo” and they are making some counseling decisions on their own.
How Delivered:
- Written feedback from a manager that includes the client U# and brief synopsis of the scenario being reviewed, what was done well and what can be improved upon.
Phase 3 – Quality Assurance (QA)
When delivered:
- Typically sent weekly, once a counselor is released to work 100% independently.
How Delivered:
- QA documents will be emailed to the counselor.
Expectation For All Phases
Once the feedback or QA is delivered to a counselor, it’s expected to be noted by the counselor(s) and immediately adopted into their process.
Both constructive and positive feedback is documented by management during all phases and factors into the overall scores for the counselor’s bi-annual performance review.