Quality Assurance Compliance Test! Trivia Quiz

10 Questions | Total Attempts: 112

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Quality Assurance Compliance Test! Trivia Quiz

This trivia quiz is a quality assurance compliance test! To protect consumers from extortion or from buying harmful products, the government and various bodies have laid don specific rules that companies should follow to ensure that they give quality goods and services. Do take this quiz and see if you comply with them all! All the best!


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

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