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- Support businesses of all sizes and their individual training needs
- Ensure compliance is maintained including regulatory and Association requirements
- Enable both leaders' and agents' success when completing work in QFD
Training Objectives
- Send Provide e-training modules 4 - 6 weeks as prerequisite viewing prior to go-livetraining
- Facilitate remote training 2 - 4 weeks prior to go-live
- Publish and send out product update training on new features and Association mandates prior to these changes being released
- Support client training needs by creating and providing updating online learning material
- Maintain a continued partnership with clients by facilitating on-demand training after going live
- Empower leaders to use QFD to make data-driven, tactical decisions around work management
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The program is oriented towards the train-the-trainer format. We find that this framing works best as we so trainers can discuss how the system will shift existing procedures and brainstorm how these shifts can be effectively communicated to agentssee how QFD works and determine where they will need to include their specific policies and processes.
We can train directly to learners by client request at any time.
Availability
We want to get the client involved as early as possible so we can host short demo sessions as the environment is being built and make e-training modules available. That way, the client audience will gain familiarity with the product which results in comfort and confidence with the system. Remote training occurs after the client's staging (UAT) environment is built, aiming for 2 - 4 weeks prior to go-live so that the information is fresh and users can get hands-on experience.
Quavo's training team is available Monday - Friday 8a - 5p MST and can accommodate requests outside this time period given adequate notice.
Location
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Location
Training is facilitated remotely through Zoom; however, Teams is also an option if requested. Quavo's training team will provide date/time options for each training session that needs to be scheduled so the client can select a date/time that works for their attendees. Once a date/time is selected, the training team will send an Outlook invitation with meeting information. Training sessions are recorded and then disseminated provided to the attendees.
Training can be held onsite upon client request.
Program
The training team meets with clients early in the project by hosting milestone demo sessions that show the completed functions in the client's environment. Additional demo sessions are hosted by request.
The following underlined sections further explain the training strategy.
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Adoption Meetings
| Topic | Duration | |
|---|---|---|
Operational Excellence WorkshopThe workshop aims to discuss workforce management at a critical time, such as the project's nascency or before a migration effort. We'll teach new or existing clients how to manage work efficiently and offer suggestions based on how they currently distribute tasks to their teams. This session includes high-level demos of both intake and back-office so that attendees who have never seen QFD can be introduced. | 2 hours | |
Milestone 1: Intake Show & TellIn this session, we'll walk through claim creation workflow, claim intake questionnaires, and what tools are available to users when following up on existing claims. | 1 hour | |
Milestone 2: Merchant Collaboration/Add-ons Show & TellIn this session, we'll demo and discuss add-ons and merchant collaboration workflows including Ethoca and Verifi, Mastercom and Visa, correspondence, and Get Case URL (all where applicable). | 30 min | |
Milestone 3: Accounting/Back-office Show & TellIn this session, we'll cover back-office work as it relates to accounting adjustments, review fees and interest, and discuss BIX (all where applicable). | 1 hour | |
| Total demo time | 4.5 hoursSystem DemoThe System Demo is Quavo’s opportunity to demo QFD processes to a wider audience. Because this session occurs before the staging environment is built, we’ll leverage a Quavo demo environment. | 1 hour |
QFD Claim Preparedness WorkshopThe QFD Claim Preparedness session is for leaders and managers. By adding QFD, leaders and managers will need to plan for the change management process at their firm with their analysts | 45 minutes |
Deliver e-Training Modules
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Train-the-trainer sessions will be held to sharpen client trainer knowledge and boost their confidence when completing work in QFD. Quavo provides remote training sessions at no cost that include both new client training and existing client up-training for new products and migrations. The following suite is offered per project.
| Topic | Duration |
|---|
Case Follow-up Training
We'll discuss how to follow up on existing claims and learn about the actions available to intake users.
Back-office Basics Training
We'll tour the homepage, review the work inventory dashboard, and discuss Assignment Groups. This session will focus on the claim page layout and Case Assets available in the back-office claim page.
Back-office Tools & Details Training
This session will focus on the Case Rollup stages, Case Tools, and where to find important details in the back-office portal.
Pre-Recovery Assignment Work
In this session, we'll discuss the dispute workflow in the back-office and learn how to complete user assignments in the Daily Maintenance and Initial Investigation assignment groups.
Post-Recovery Assignment Work
In this session, we'll discuss the dispute workflow in the back-office, learn how to complete user assignments in the Next Recovery Deadline and Later Lifecycle assignment groups.
Reporting Walkthrough
In this session, we'll discuss the reporting hub. We'll cover key reports (daily, weekly, monthly), know how to schedule reports, and learn how to filter data in QFD.
Leadership Training
In this session, we'll review the manager dashboard and tools, review Assignment Groups and manager-specific tasks, and dive into user management in the Admin Portal.
Intake Training |
In this session, we'll tour the homepage and demo how to create a new claim. We'll walk through a few examples so that learners will be familiar with the various prompts that can populate.
This training session will cover the basics of the claim intake process and how to search for an existing claim.
| 1 - 1.5 hours |
Back Office #1: IntroductionThis training session introduces the Back Office, where analysts will work claims and complete the claim process. Session goals:
| 1 hour |
Back Office #2: Pre-Recovery WorkThis training session walks attendees through the assignments analysts will work that are considered pre-recovery. Session goals:
| 1.5 hours |
Back Office #3: Provisional Credit & Initiating Recovery WorkThis training session covers the actions users can take with provisional credit as well as the Next Recovery Deadline Assignment Group assignments. Session goals:
| 1.5 hours |
Back Office #4: Recovery WorkThis training session will focus on the recovery work done in the Later Lifecycle Recovery Assignment Group. Session goals:
| 1 - 1.5 hours |
Leadership TrainingThis training session covers topics specific to leadership/managers and the work they will be responsible for in QFD. Session goals:
| 1 hour |
Reporting TrainingThis training session walks attendees through how to use QFD’s out of the box reporting. Session goals:
| 1 hour |
| Total training time | 7 - 8 hours |
Prerequisites for Remote Training Sessions
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Familiarize yourself with QFD by watching e-trainings, reading through key Confluence articles, and exploring other Quavo-provided resources. If you have questions, ask! We're here to give you the info that's needed to be successful.
Attend Demos
Come to the demo sessions with a curious mind. Tie the new information to what you already know. Ask questions, clear up confusion, and take notes.
Create a Plan
Armed with knowledge, create a training and content-creation plan. Establish deadlines and set up SMART goals that include updating existing resources, creating new resources, and delivering training to the right audiences.
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| Date | Summary | Author |
|---|---|---|
| 05/04/23 | Published | Aafie Somers |
| 07/31/23 | Included remote training pre-requisites | Aafie Somers |
| 11/14/23 | Included Milestone Demos | Aafie Somers |
| 08/08/24 | Adjusted multiple areas, including the Adoption Meetings and the Remote Trainings | Jeanette Maack |