1. Purpose
This HR Quality – Memo Issuance and Coaching Process intends to set a standard to HR Quality Team’s process in issuing memo and providing coaching.
2. Applicability
All memo issuances and coachings conducted to Operators who committed “Critical” & “Highly critical errors” as described in the Quality Standards & Consequence Management Policy.
Its applicability also covers memo issuances and coachings conducted to Operators who garnered a score below 85% for the entire week as described in the Quality Standards & Consequence Management Policy.
3. Steps & Procedures
3.1. Identify coaching points.
3.1.1. Quality specialist get the summary of the Operator score for the week that which s/he’s about to coach.
3.1.2. Quality specialist …show more content…
Coaching MOM must be sent to all the invited parties including the ones in the Optional/CC field (Team Manager, Team Supervisor, and Quality Lead) with the following detail.
3.6.2.1. Coaching without memo.
3.6.2.1.1. Soft copy of the coaching log.
3.6.2.1.2. Soft copy of the RCA form.
3.6.2.2. Coaching with memo.
3.6.2.2.1. Printed Memo Form
3.6.2.2.2. Printed RCA Form with the following signatories.
3.6.2.2.2.1. Operator
3.6.2.2.2.2. Quality Specialist
3.6.2.2.2.3. Team Manager and/or Supervisor
3.6.3. Quality specialist to log the coaching details on the Coaching Tracker (Annex 5).
3.7. Memo Issuance.
3.7.1. Quality specialist to send the Memo template (Annex 3) to ER personnel within the day when the coaching was conducted.
3.7.1.1. With the draft Memo template should be sent with the following supporting documents.
3.7.1.1.1. Error Artifacts (Call recording, screenshot, and documents a like)
3.7.1.1.2. Printed coaching logs related to this error.
3.7.2. ER Personnel will review the Memo and will revert back with the corrections, findings and/or suggestions.
3.7.2.1. If the memo passed, ER specialist will issue the memo
3.7.2.2. For corrections and revisions, Quality Specialist should fulfill the requirements within 24hours from the receipt of ER feedback. Then back to the first step in Memo
This HR Quality – Memo Issuance and Coaching Process intends to set a standard to HR Quality Team’s process in issuing memo and providing coaching.
2. Applicability
All memo issuances and coachings conducted to Operators who committed “Critical” & “Highly critical errors” as described in the Quality Standards & Consequence Management Policy.
Its applicability also covers memo issuances and coachings conducted to Operators who garnered a score below 85% for the entire week as described in the Quality Standards & Consequence Management Policy.
3. Steps & Procedures
3.1. Identify coaching points.
3.1.1. Quality specialist get the summary of the Operator score for the week that which s/he’s about to coach.
3.1.2. Quality specialist …show more content…
Coaching MOM must be sent to all the invited parties including the ones in the Optional/CC field (Team Manager, Team Supervisor, and Quality Lead) with the following detail.
3.6.2.1. Coaching without memo.
3.6.2.1.1. Soft copy of the coaching log.
3.6.2.1.2. Soft copy of the RCA form.
3.6.2.2. Coaching with memo.
3.6.2.2.1. Printed Memo Form
3.6.2.2.2. Printed RCA Form with the following signatories.
3.6.2.2.2.1. Operator
3.6.2.2.2.2. Quality Specialist
3.6.2.2.2.3. Team Manager and/or Supervisor
3.6.3. Quality specialist to log the coaching details on the Coaching Tracker (Annex 5).
3.7. Memo Issuance.
3.7.1. Quality specialist to send the Memo template (Annex 3) to ER personnel within the day when the coaching was conducted.
3.7.1.1. With the draft Memo template should be sent with the following supporting documents.
3.7.1.1.1. Error Artifacts (Call recording, screenshot, and documents a like)
3.7.1.1.2. Printed coaching logs related to this error.
3.7.2. ER Personnel will review the Memo and will revert back with the corrections, findings and/or suggestions.
3.7.2.1. If the memo passed, ER specialist will issue the memo
3.7.2.2. For corrections and revisions, Quality Specialist should fulfill the requirements within 24hours from the receipt of ER feedback. Then back to the first step in Memo