DOCUMENT TITLE:

EFFECTIVITY DATE:

INDEX NO:

QADINTL-PR03

Call Monitoring Feedback Procedure

REVISION NO:

PAGE:

01

1 of 4

1.0

PURPOSE To establish a documented procedure for defining the correction and corrective action process that tracks the identification & resolution of service non-conformances found during call transaction monitoring.

2.0

SCOPE This procedure applies to the deviations or problems found during call transaction monitoring.

3.0

RESPONSIBILITIES 3.1 The Quality Development Specialist - is the person who issue MFS to the agent who incurred fatal attributes or received a failing score based on call monitoring. Responsible for checking corrective actions indicated by the agent if its executed effectively. 3.2 RECIPIENT 3.2.1 Agent - The person to whom the MFS is issued to. On this case, MFS is issued to the Supervisor but the agent takes the full responsibility of answering the MFS. 3.2.2 Supervisor The person who will also review and evaluate the infraction(s) committed by his/her agent. He/She also provides proper coaching and sign-off in the MFS issued to the agent.

4.0

RECORDS / REFERENCES 4.1 Monitoring Feedback Sheet 4.2 Quality Monitoring Form (varies per program) 4.3 Monitoring Feedback Tracker (soft copy)

5.0

DEFINITIONS 5.1 Monitoring Feedback Sheet (MFS) is a documentation of non-conformance, correction & corrective action used as a means of helping understand how non-conformances occur so as to prevent them from recurring. 5.2 Non-conformance - a deficiency or a non-compliance to a specified quality monitoring guidelines or anything that violates the process or procedure associated with the programs Quality Monitoring. Nonconformances or defects are: - Those directly affecting operations (technical in nature). - Those affecting transaction service performance 5.3 Correction the immediate action(s) taken to eliminate the existing nonconformity or defect of a process or transaction. 5.4 Corrective Action (CA) Action(s) taken to prevent the recurrence of non-conformity or defect of a process or transaction. 5.5 Fatal errors/Major- an incurred defect which has a significant impact on the customers satisfaction, call resolution, and adherence to methods and procedures. 5.6 Non-fatal errors/Minor- an incurred defect which has no major impact and may not directly affect the call or transaction.

This material is intended for Rainmaker Asia, Inc. use only. It must not be reproduced in whole or in part, in any form, or by any means without a written consent of the Document Control (DC) or Management Representative (MR). Any hard copy or unprotected soft copy of this document shall be regarded as uncontrolled copy.

INTERNAL DOCUMENT

COM-PR01-F04_Rev.02_030811

QADINTL-PR03

Call Monitoring Feedback Procedure for International Operations

Rev.00

Page 2 of 4

6.0 PROCESS FLOWS:

This material is intended for Rainmaker Asia, Inc. use only. It must not be reproduced in whole or in part, in any form, or by any means without a written consent of the Document Control (DC) or Management Representative (MR). Any hard copy or unprotected soft copy of this document shall be regarded as uncontrolled copy.

INTERNAL DOCUMENT

COM-PR01-F04_Rev.02_030811

QADINTL-PR03

Call Monitoring Feedback Procedure for International Operations PROCEDURE

Rev.00

Page 3 of 4 NOTES

ACTIVITIES

START

MFS will be issued if at least one fatal error is incurred and if the number of non-fatal errors exceeded the threshold. If a CSR commits several defects in a day, but exactly the same in nature, only 1 MFS shall be issued. No MFS shall be issued if the same defect has been committed by the same CSR prior to implementation of the CA (TCD) indicated on the previous MFS issued on him. Writes down complete information of nonconformance and the concerned party to whom MFS and Quality Monitoring Form shall be issued. Quality Monitoring Form shall be signed by the agent after the coaching session.

NON CONFORMANCE ENCOUNTERED

QDS

MFS and QM Form

INITIATE MFS

QDS

ISSUE MFS TO AS

Agent

ANALYZE ROOTCAUSE OF THE PROBLEM

Note: Agents are the ones responsible in accomplishing this section (Database-Intl only) MFS Number (XXXX YYYY) I___ Serial # Account Code

Agent

PROVIDE CORRECTION AND CORRECTIVE ACTIONS & COMMIT DATES

Agent

FORWARD MFS AND QM FORM TO MANAGER/TQD FOR REVIEW/APPROVAL

Issuance of MFS must be done within 24hrs however if it was not issued due to the absence of the recipient, the QDS should immediately serve it once the recipient return to work. Root cause analysis and corrective action will be done by agent and will be reviewed by the AS. In case the AS is not around, issue MFS to Operations Manager who then shall assign another AS to receive and handle it. The AS evaluates the non-conformance, and fills out the MFS and signs QM Form (Intl). The AS should return the MFS and the QM Form to the Originator within 48 business hours (2 days) from issuance. If dedicated QDS is not around, submit MFS to QDM/TQD who shall allocate another QDS to handle this. Due date of submission of MFS which is within 48 hours may change if due date falls on holiday or day-off of the recipient. For other reasons why MFS cannot be submitted within 48 business hrs, AS must inform this to QDM/TQD thru email cc: TQD/QDS and AS Manager QDS must follow up MFS to immediate superior prior to its date. If MFS is not returned within 48 hrs., follow up the MFS to AS Manager thru email, cc: QDM / TQD

Account Supervisor

REVIEW/APPROVES ACTIONS IN MFS AND COACHING LOG OR QM FORM

ACTIONS/ DATES OK? Account Supervisor YES A B NO

This material is intended for Rainmaker Asia, Inc. use only. It must not be reproduced in whole or in part, in any form, or by any means without a written consent of the Document Control (DC) or Management Representative (MR). Any hard copy or unprotected soft copy of this document shall be regarded as uncontrolled copy.

INTERNAL DOCUMENT

COM-PR01-F04_Rev.02_030811

QADINTL-PR03

Call Monitoring Feedback Procedure for International Operations PROCEDURE

Rev.00

Page 4 of 4 NOTES

ACTIVITIES

A
AGENT

SUMBIT MFS AND QM FORM TO QDS

QDS

REVIEW ACTION IN THE MFS B NO ACTIONS OK? YES ENDORSE MFS TO QD SUP/QDM FOR REVIEW

QDS

QDS or QD Supervisor

MONITOR IMPLEMENTATION & EFFECTIVENESS OF ACTIONS

Note: Originator monitors implementation and effectiveness of corrective action by performing follow-up monitoring to the agent. This is done thru the weekly required monitoring for each agent. If the agent incurs totally the same defects within the 7 days period from the time the first MFS was issued, QDS will then issue another MFS to the agent to review and revised the action plan given by the agent. If the agent incurs another failed call with the same infractions (3rd instance w/in the 14days period), QA and Ops will determine its root cause if its behavioral or Skill issue so proper action plan will be formulated. Note: Issue photocopy of MFS to AS for documentation

B ACTIONS EFFECTIVE? NO YES MFS

QDS

UPDATE MFS TRACKER

END

PREPARED BY:

REVIEWED AND ENDORSED BY:

APPROVED BY:

MELODY MATIAS Quality Development Supervisor

RYAN ART REYES Manager Intl Quality Development

FLORINA N. MANABAT TQA Director

This material is intended for Rainmaker Asia, Inc. use only. It must not be reproduced in whole or in part, in any form, or by any means without a written consent of the Document Control (DC) or Management Representative (MR). Any hard copy or unprotected soft copy of this document shall be regarded as uncontrolled copy.

INTERNAL DOCUMENT

COM-PR01-F04_Rev.02_030811