Quality Misses

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These are some of the very common quality misses

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Kimberly Stone McGuire

United States

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1	Anonyme 30 Août 2026	% 100	01:28
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Quality Misses


Quality MissesVersion en ligne These are some of the very common quality misses par Kimberly Stone McGuire 1 DONT send a new card before or after opening a dispute. NO new card is needed Yes No 2 Agent failed to ask/verify email address/phone # on file Regardless if account is closed or not, we must complete this process. Yes No 3 CH needed assistance with setting up their PIN in the IVR> I disconnected when it came time for them to choose the PIN Yes No 4 Disconnect after sending temp password and don't finish with login in Yes No 5 If the transaction list lacks variety for two categories, meaning it only fits one category, choose Additional Dynamic Question Used as the second category. Yes No 6 The openings and closings are verbatim. Thank you for calling Money Network Yes No 7 asked if the CH needed additional assistance after the CH disconnected Yes No 8 Agent place card on default hold w/o adding additional comments as to why the card was placed on this hold Yes No 9 Account has no name or any PHI we can help them and add the information Yes No 10 Agent did advise CH that they can use an ACH transfer while they wait for the new card. Yes No 11 Agent did Inform the cardholder about the "non-refundable" fee for UPS shipping when offering replacement options. Yes No 12 I asked the CH if they wanted to add an email, and the CH stated they did not. I updated that field to reflect "Noemail@noemail.com Yes No 13 the CH did not have stated their entire address. left off apt 302. i asked if the apt is needed to receive their mail Yes No 14 ⦁WHEN DOING DYNAMIC QUESTIONS DO NOT GIVE THE DATE IF THEY SAY LIKE LAST TUESDAY OR THEY GIVE THE WRONG DATE Yes No 15 After lifting the 2-way fraud hold, I advised the CH to wait about 5 minutes before using the card again. Yes No 16 The caller provided the address but omitted the “Ave” portion. We dont need that Yes No 17 If a caller is asked to provide the exact amount of last deposit during the authentication process and does not have a MN mobile app or MN website account to obtain the deposit information, please provide the NJ DOL URL: https://tdi.dol.state.nj.us/ to register and obtain payment history Yes No 18 Agent did not Inquire if the cardholder believes the PIN was compromised. It wasnt used at an ATM we DONT need to change it Yes No 19 Associate did not engage the caller and verbalize process/actions taking or provide a reason before hold or silence that is longer than 15 seconds. Yes No 20 note if the CH declines to add an e mail, Yes No

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Quality Misses

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Créé par

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Quality MissesVersion en ligne

par Kimberly Stone McGuire

DONT send a new card before or after opening a dispute. NO new card is needed

Agent failed to ask/verify email address/phone # on file Regardless if account is closed or not, we must complete this process.

CH needed assistance with setting up their PIN in the IVR> I disconnected when it came time for them to choose the PIN

Disconnect after sending temp password and don't finish with login in

If the transaction list lacks variety for two categories, meaning it only fits one category, choose Additional Dynamic Question Used as the second category.

The openings and closings are verbatim. Thank you for calling Money Network

asked if the CH needed additional assistance after the CH disconnected

Agent place card on default hold w/o adding additional comments as to why the card was placed on this hold

Account has no name or any PHI we can help them and add the information

Agent did advise CH that they can use an ACH transfer while they wait for the new card.

Agent did Inform the cardholder about the "non-refundable" fee for UPS shipping when offering replacement options.

I asked the CH if they wanted to add an email, and the CH stated they did not. I updated that field to reflect "Noemail@noemail.com

the CH did not have stated their entire address. left off apt 302. i asked if the apt is needed to receive their mail

⦁WHEN DOING DYNAMIC QUESTIONS DO NOT GIVE THE DATE IF THEY SAY LIKE LAST TUESDAY OR THEY GIVE THE WRONG DATE

After lifting the 2-way fraud hold, I advised the CH to wait about 5 minutes before using the card again.

The caller provided the address but omitted the “Ave” portion. We dont need that

If a caller is asked to provide the exact amount of last deposit during the authentication process and does not have a MN mobile app or MN website account to obtain the deposit information, please provide the NJ DOL URL: https://tdi.dol.state.nj.us/ to register and obtain payment history

Agent did not Inquire if the cardholder believes the PIN was compromised. It wasnt used at an ATM we DONT need to change it

Associate did not engage the caller and verbalize process/actions taking or provide a reason before hold or silence that is longer than 15 seconds.

note if the CH declines to add an e mail,