New QA Game

Froggy Jumps

(5)

Test your knowledge of our Quality Assurance requirements with this quiz game!

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À propos de Froggy Jumps

Âge recommandé: 16 ans

72 fois fait

Créé par

Austyn Cunningham

United States

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Froggy Jumps New QA GameVersion en ligne Test your knowledge of our Quality Assurance requirements with this quiz game! par Austyn Cunningham 1 Are you ready? You have 60 seconds to answer each question, and you have 5 lives! a No b c Yes 2 How many of your responses are QA'd each week? a 12 b 15 c 10 3 Who do you go to if you have a question about one of your flags? a A manager b An engineer c The person who QA'd 4 How often can you check your flags and submit disputes? a Once a week b Once a day c Anytime 5 What is the difference between a blue note and a green note? a There isn't a difference, we just like the contrasting colors b Green notes are internal, blue notes are visible to the client c Blue notes are internal, green notes are visible to the client 6 What is the most severe empathy flag you can receive? a Tone / context mismatch b Did not reply with empathy c Tone / Customer Service 7 What flag would you receive if you had a couple of missing commas/misspelled words, but not enough for it to be severe? a Minor typo b Incorrect grammar c Writing quality 8 What would you need to do to avoid the "Did not provide a full solution" flag? a Address the customer's preferred solution, and explain the best solution you have available b Provide the best solution available even though a customer asked for a different solution c Provide the solution the customer wants, even if it's outside of policy 9 What do you need to do before escalating a ticket internally? a Nothing; just escalate b Ask a coworker / manager what you should do and escalate c Ask your question in Slack and leave a green note if no one responds 10 If a WF error occurs, what should you do? a Move onto the next ticket b Report the bug to alert an engineer c Report the bug and post in the client channel / tech issues channel 11 What is NOT supposed to be in our greeting? a 'Hi there' - when we aren't sure on the customer's name b A customer's username or initials c A name the customer signed their message off with 12 What is the definition of 'Did not edit macro'? a More editing was necessary to sound less robotic or remove unnecessary information b The same message was already sent in the thread c There were typos in the macro that needed updating 13 You accidentally misspell or don't capitalize the client's name. What is the flag you would receive? a Minor typo b Tone / Customer Service c Writing quality 14 The QA pulled a ticket that started back in May. Are they able to QA this ticket? a Yes b No c Yes, but only responses within the past 3 months 15 What percentage means you are in the yellow? a 86.8% b 88.9% c 74.7% 16 How many times can you be in the yellow before you receive a write-up? a 2 b 4 c 3 17 You didn't apologize for the delay in response or for the issue the customer wrote in about. How much will this take off your response? a 25% b 100% c 50% 18 You apologize for the issue the customer wrote in about, but forget to apologize for the delay in response. How much will this take off your response? a 25% b 50% c 75% 19 You made a mistake on your last response but made up for it in the following response. Will you still get marked off for that first response? a Flags are used to coach, even if you follow up with the right response, the first will be flagged b Since flags are used to point out mistakes, and you learned from your mistake, you won't be flagged c 20 There was a solution available to you on a ticket that you were NOT aware of. What would you be flagged on? a Did not provide full solution b Client knowledge gap c Reply not relevant/Did not read thread 21 There was a solution available to you on a ticket that you were aware of. What would you be flagged on? a Client knowledge gap b Reply not relevant/Did not read thread c Did not provide full solution 22 You worked a ticket at the same time as another CHE. Who would be flagged for a duplicate reply? a Both you and the other CHE b Neither of you will be flagged, but notes will be left c The 2nd reply will be flagged, the first reply will receive a note 23 A customer is really upset with the resolution we provided on a ticket, and we send the "Thank you" macro. What would you be flagged on? a Writing quality b Tone / Customer Service c Did not de-escalate 24 A customer signed off with a shortened version of their name (Matt instead of Matthew). If you call the customer Matthew, will you be flagged? a Yes, Greeting incorrect b Yes, for Did not read thread c No, it is still the same name 25 If there is a typo inside of a macro, can you be flagged for it? a No -- if the macro was written like that, it was probably for a reason b c Yes -- we should flag the macro over to engineers to get it fixed though 26 Why am I being told to copy my message and paste it again in Nova? What's the benefit to this? a This is a fix for Grammarly to be able to catch any grammar mistakes / typos b This is a fix for spacing. By deleting / recopying, you are resetting the spacing so it's correct c It counts as two solves if you copy / paste your message into Nova before you send 27 If a customer has issues with multiple orders/devices and we are only able to assist with one issue at a time, what should we do? a Send a reply that helps with one of the issues they need help with b Escalate the ticket c Let them know we can only work one issue at a time, and confirm which one you will help with first 28 Are you allowed to ask the QA general questions about QA, or for help on a ticket? a No. Due to the nature of the position, the QA is not someone you go to for help b Yes. The QA knows a lot about the client's and you won't be penalized for asking for their help c Not encouraged. Due to the nature of the position, the QA is not someone you go to for help 29 You ask the QA for help on a ticket you're working on. Will they QA that ticket? a Yes. Any responses on that ticket will be QAd b No. You are safe :) c Maybe. QA is random, so we can only QA that ticket if it gets randomly pulled later that day/week 30 Would y'all be interested in a feedback form for this game, and issuing feedback for the QA process in general? a Yes b No c (End game)

Froggy Jumps

New QA GameVersion en ligne

Test your knowledge of our Quality Assurance requirements with this quiz game!

par Austyn Cunningham

Are you ready? You have 60 seconds to answer each question, and you have 5 lives!

Yes

How many of your responses are QA'd each week?

Who do you go to if you have a question about one of your flags?

A manager

An engineer

The person who QA'd

How often can you check your flags and submit disputes?

Once a week

Once a day

Anytime

What is the difference between a blue note and a green note?

There isn't a difference, we just like the contrasting colors

Green notes are internal, blue notes are visible to the client

Blue notes are internal, green notes are visible to the client

What is the most severe empathy flag you can receive?

Tone / context mismatch

Did not reply with empathy

Tone / Customer Service

What flag would you receive if you had a couple of missing commas/misspelled words, but not enough for it to be severe?

Minor typo

Incorrect grammar

Writing quality

What would you need to do to avoid the "Did not provide a full solution" flag?

Address the customer's preferred solution, and explain the best solution you have available

Provide the best solution available even though a customer asked for a different solution

Provide the solution the customer wants, even if it's outside of policy

What do you need to do before escalating a ticket internally?

Nothing; just escalate

Ask a coworker / manager what you should do and escalate

Ask your question in Slack and leave a green note if no one responds

If a WF error occurs, what should you do?

Move onto the next ticket

Report the bug to alert an engineer

Report the bug and post in the client channel / tech issues channel

What is NOT supposed to be in our greeting?

'Hi there' - when we aren't sure on the customer's name

A customer's username or initials

A name the customer signed their message off with

What is the definition of 'Did not edit macro'?

More editing was necessary to sound less robotic or remove unnecessary information

The same message was already sent in the thread

There were typos in the macro that needed updating

You accidentally misspell or don't capitalize the client's name. What is the flag you would receive?

Minor typo

Tone / Customer Service

Writing quality

The QA pulled a ticket that started back in May. Are they able to QA this ticket?

Yes

Yes, but only responses within the past 3 months

What percentage means you are in the yellow?

86.8%

88.9%

74.7%

How many times can you be in the yellow before you receive a write-up?

You didn't apologize for the delay in response or for the issue the customer wrote in about. How much will this take off your response?

25%

100%

50%

You apologize for the issue the customer wrote in about, but forget to apologize for the delay in response. How much will this take off your response?

25%

50%

75%

You made a mistake on your last response but made up for it in the following response. Will you still get marked off for that first response?

Flags are used to coach, even if you follow up with the right response, the first will be flagged

Since flags are used to point out mistakes, and you learned from your mistake, you won't be flagged

There was a solution available to you on a ticket that you were NOT aware of. What would you be flagged on?

Did not provide full solution

Client knowledge gap

Reply not relevant/Did not read thread

There was a solution available to you on a ticket that you were aware of. What would you be flagged on?

Client knowledge gap

Reply not relevant/Did not read thread

Did not provide full solution

You worked a ticket at the same time as another CHE. Who would be flagged for a duplicate reply?

Both you and the other CHE

Neither of you will be flagged, but notes will be left

The 2nd reply will be flagged, the first reply will receive a note

A customer is really upset with the resolution we provided on a ticket, and we send the "Thank you" macro. What would you be flagged on?

Writing quality

Tone / Customer Service

Did not de-escalate

A customer signed off with a shortened version of their name (Matt instead of Matthew). If you call the customer Matthew, will you be flagged?

Yes, Greeting incorrect

Yes, for Did not read thread

No, it is still the same name

If there is a typo inside of a macro, can you be flagged for it?

No -- if the macro was written like that, it was probably for a reason

Yes -- we should flag the macro over to engineers to get it fixed though

Why am I being told to copy my message and paste it again in Nova? What's the benefit to this?

This is a fix for Grammarly to be able to catch any grammar mistakes / typos

This is a fix for spacing. By deleting / recopying, you are resetting the spacing so it's correct

It counts as two solves if you copy / paste your message into Nova before you send

If a customer has issues with multiple orders/devices and we are only able to assist with one issue at a time, what should we do?

Send a reply that helps with one of the issues they need help with

Escalate the ticket

Let them know we can only work one issue at a time, and confirm which one you will help with first

Are you allowed to ask the QA general questions about QA, or for help on a ticket?

No. Due to the nature of the position, the QA is not someone you go to for help

Yes. The QA knows a lot about the client's and you won't be penalized for asking for their help

Not encouraged. Due to the nature of the position, the QA is not someone you go to for help

You ask the QA for help on a ticket you're working on. Will they QA that ticket?

Yes. Any responses on that ticket will be QAd

No. You are safe :)

Maybe. QA is random, so we can only QA that ticket if it gets randomly pulled later that day/week

Would y'all be interested in a feedback form for this game, and issuing feedback for the QA process in general?

Yes

(End game)

New QA Game

Froggy Jumps

Téléchargez la version pour jouer sur papier

Créé par

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