Quality Assurance Test: Ultimate Quiz

10 Questions | By Johnsork | Last updated: Jun 29, 2020 | Total Attempts: 164

Questions

Settings

More Quality Assurance Quizzes

Product And Process Quality Assurance (Ppqa) Product And Process Quality Assurance (Ppqa)

BUMEDINST 6010.13 Quality Assurance Program BUMEDINST 6010.13 Quality Assurance Program

Quality Basics - Initial Test Quality Basics - Initial Test

Featured Quizzes

Quiz: What U.S. City Should You Live In? Quiz: What U.S. City Should You Live In?

Which Celebrity Do You Look Like Quiz! Which Celebrity Do You Look Like Quiz!

Fun Quiz: The Impossible Test! Fun Quiz: The Impossible Test!

Related Topics

Questions and Answers

1.

What is the percentage you need to pass an evaluation?
- A.
  
  95%
- B.
  
  98%
- C.
  
  90%
- D.
  
  85%
2.

How many calls are evaluated during the QIP process?
- A.
  
  2 per week
- B.
  
  3 per week
- C.
  
  8 per week
- D.
  
  6 per week
3.

You do not need to give the store representative the ticket number while on the phone because they get email confirmation.
- A.
  
  True
- B.
  
  False
4.

RSS Helpdesk phone etiquette requires that you end all phone calls by saying:
- A.
  
  Have a good one!
- B.
  
  Thanks!
- C.
  
  Thank you
- D.
  
  Hmm, bye bye
5.

What is the proper way to place a representative on hold?
- A.
  
  Use the mute button and hope they don't notice you are not talking.
- B.
  
  Tell them to hold and take your headset off and lay it on the desk
- C.
  
  Ask the representative if they are able to hold and that you will check back with them within 2 minutes.
- D.
  
  Ask the representative if they are able to hold and then come back in five minutes. - Then ask "Oh, are you STILL there?"
6.

How many times must you use the representatives' names during the call?
- A.
  
  Once
- B.
  
  Twice
- C.
  
  Twice - after you verified the customer's name
- D.
  
  Every 2 minutes
7.

How many consecutive weeks do you need to pass in order to complete the QIP process?
- A.
  
  2 consecutive weeks
- B.
  
  4 consecutive weeks
- C.
  
  6 consecutive weeks
- D.
  
  10 consecutive weeks
8.

Smiley faces, exclamation points and slang are acceptable in chat conversations.
- A.
  
  True
- B.
  
  False
9.

What are the four pieces of customer information you must get when on a call?
- A.
  
  ATTUID, OPUS Site ID, Reported Prodcut, and Call Back Number
- B.
  
  OPUS Site ID, Question Template, Reported Trouble Description, and Store Address
- C.
  
  Problem Abstract, ATTUID, AOTS Ticket Number, and OPUS Store ID
- D.
  
  Call Back Phone Number, Store Address, OPUS Site ID, and ATTUID
- E.
  
  None of the above
10.

Having less than 30 seconds of silence at one time, during the call, will cause you to lose points on your QA evaluation.
- A.
  
  True
- B.
  
  False

Back to top