Quality Policies

CT’s can get up to 4 complaints in a 60 day period before being terminated. 

• at 2 complaints they get a notice of policy to let them know when they got their complaints and what they were about – they will get retraining/quality checks. 
• at 3 complaints they get a written warning letting them know they cannot have more than 1 more complaint between now and 60 days from the first complaint
• retraining for 1 week – increase quality checks, reduced workload until scorecard is above 95%
• at 4 in 60 days – termination

Quality Scorecard- MC

Cannot be below 95% for more than 1 month

• 1 month at 95% they have 1 month to bring it above 95%
• Retraining/quality checks
• at 2 months below 95% – write up
• 3 month score has to be above 95% or termination