FAQs

Created by Awadh Amudy, Modified on Sun, 11 May at 1:41 PM by Gracielle Apolonio

Can I challenge an evaluation I received?	Awadh Amudy & Gracielle Apolonio with Grace Muthiru as their team leader.
What is the passing score?	For the month of August 2024, 85% and above. September onwards will be 90%
How many evaluations I will receive in a month?	Minimum of 4 evaluations per month
Can I challenge an evaluation I received?	Yes, by filling the dispute form and sending it to your team leader
What is a dispute?	It’s a process created for you to escalate any evaluation that you believe based on facts, the score was wrongful
What is the dispute process?	Fill the dispute form within 3 days from the day you received your evaluation. Send it to your team leader, they will investigate and revert back within 24 hours. If your highlighted points are valid, the score will be changed and shared with you.
What is a critical mistake?	A major mistake that affected the guest experience, revenue target and/or the hotel's reputation
What are the critical mistakes?	They can be found on the evaluation forms with a warning sign next to them (⚠️)
What will happen when I score a critical mistake?	These selected parameters hold significant value, so failing to meet them or executing them poorly can greatly impact the guest experience and the hotel's esteemed reputation. Therefore, these standards carry a higher weight in the overall score, and not meeting them will lead to a larger drop in the assessment score.
Will I get any coaching/feedback session after I receive my quality scores?	Yes, you shall receive 2 coaching sessions a month (As a minimum) and it will be conducted by your team leader/assistant manager
What channel will be evaluated?	All of them, including calls, emails, chats, tasks, Sprinklr, platinum and priority team
How are the interactions will be selected (Calls/Chats/Emails/Task)?	They will be selected randomly by the quality team.
Is quality linked to my incentive?	Yes, the new incentive scheme mainly revolves around the individual quality achievement. After meeting the department revenue target.