Quality Assurance Compliance Test! Trivia Quiz

10 Questions

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Quality Assurance Compliance Test! Trivia Quiz

This quiz will check your understanding of the 7 Compliance Attributes of QA Choose the compliance attribute violated by the scenarios presented on each question.


Questions and Answers
  • 1. 
    The agent created a booking for the customer who called in to enquire about fare pricing.    
    • A. 

      Followed privacy and security guidelines (including credit card information)

    • B. 

      Adhered to anti-fraud measures

    • C. 

      Advised fare rules

    • D. 

      Left notes on the PNR

  • 2. 
    The agent did not log out after using a temporary ID to process authorized booking changes. 
    • A. 

      Polite, did not display rude, abusive and/or bad attitude

    • B. 

      Left notes on the PNR

    • C. 

      Followed privacy and security guidelines (including credit card information)

    • D. 

      Adhered to anti-fraud measures

  • 3. 
    Agent's tone of voice and phrases used with customer are insincere, sarcastic and annoying 
    • A. 

      Polite, did not display rude, abusive and/or bad attitude

    • B. 

      Advised fare rules

    • C. 

      Did not strand the caller by leaving the caller on hold for five minutes or more

    • D. 

      Adhered to anti-fraud measures

  • 4. 
    Copied credit card details from initial payment made on the booking and only asked for the CVV number 
    • A. 

      Advised fare rules

    • B. 

      Adhered to anti-fraud measures

    • C. 

      Followed privacy and security guidelines (including credit card information)

    • D. 

      Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

  • 5. 
    Provided inaccurate information e.g. agent advised passenger that they should be at the airport at least an hour before scheduled departure when the flight is an international flight. 
    • A. 

      This is not a violation

    • B. 

      Advised fare rules

    • C. 

      Adhered to anti-fraud measures

    • D. 

      Left notes on the PNR

  • 6. 
    No notification from TL about system issues encountered preventing the agent from leaving notes on the booking 
    • A. 

      Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

    • B. 

      Did not strand the caller by leaving the caller on hold for five minutes or more

    • C. 

      This is not a violation

    • D. 

      Left notes on the PNR

  • 7. 
     A portion of the credit card information was captured in the recording (Exception: credit card information was given
    • A. 

      Advised fare rules

    • B. 

      Adhered to anti-fraud measures

    • C. 

      Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

    • D. 

      Left notes on the PNR

  • 8. 
    Agent left the customer on hold for more than five minutes without checking back 
    • A. 

      Did not strand the caller by leaving the caller on hold for five minutes or more

    • B. 

      Advised fare rules

    • C. 

      Adhered to anti-fraud measures

    • D. 

      Followed privacy and security guidelines (including credit card information)

  • 9. 
    Inappropriate Move Before Cancelling – The agent moved or changed flight details and then processed the flight or booking cancellation that the customer requested. 
    • A. 

      Adhered to anti-fraud measures

    • B. 

      Followed privacy and security guidelines (including credit card information)

    • C. 

      Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

    • D. 

      Polite, did not display rude, abusive and/or bad attitude

  • 10. 
    The agent provided the customer other misleading information as a way to get or close the sale. The agent promised the customer a call back to close a sale opportunity. 
    • A. 

      Advised fare rules

    • B. 

      Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

    • C. 

      Did not strand the caller by leaving the caller on hold for five minutes or more

    • D. 

      Adhered to anti-fraud measures