Purpose Statement
Quavo aims to establish and advance the industry standard in fraud and dispute management by instituting best-in-class principles and delivering unparalleled technology.
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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
- Provide e-training modules as prerequisite viewing prior to training
- Facilitate remote training
- 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 updating online learning material
- Empower leaders to use QFD to make data-driven, tactical decisions around work management
Training Methodology
Audience
The program is oriented towards the train-the-trainer format. We find that this framing works best so trainers can see 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.
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 provided to the client.
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.
Adoption Meetings
| Topic | Duration |
|---|---|
System 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. | 45 minutes - 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
e-Training modules will be sent out to help the client audience learn about QFD on their own time and at their own pace. e-Training modules can be accessed as long as needed and there is no limit to the number of users that can view and complete the modules. Quavo will update the e-training modules when the product is enhanced and new patches are released. SCORM files for the e-training modules can be downloaded and placed into the client's LMS using this link.
Facilitate Remote Training
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 |
|---|---|
Intake TrainingThis 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 options. Session goals:
| 1 hour |
| Total training time | 7 - 8 hours |
Prerequisites for Remote Training Sessions
Both Quavo and the client have pre-training tasks to complete to ensure the sessions are productive, insightful, and comprehensive.
- Quavo to make e-training modules available to the client group
- Client group to complete the e-training modules
- Quavo/client schedules the training session
- Client group gathers and sends questions prior to the training sessions
Resources
The training program uses the client's staging environment to deliver information about the claim intake process and how to resolve a claim. We've created complementary learning material that is available to clients should they want to include it in their own training sessions or documentation.
Powerpoint decks and video content are available here. Confluence hosts a wealth of knowledge including claim intake questionnaires and step-by-step procedures for assignment work. The Training space and Knowledgebase are viewable to all with some exceptions.
Evaluation
A survey is sent out post-go-live with the intent of gathering feedback about the client's training experience. This valuable information is sourced to improve the existing program and drive new content creation.
The training team has implemented a continuous improvement policy to freely better training processes, materials, and strategies.
New Client Best Practices
Quavo partners with clients to increase successful adoption, provide educational resources, and support a positive go-live experience. While Quavo completes technical work, clients engage with QFD content in preparation for training.
Leverage Existing Content
Examine existing resources and learning material. Know what will remain applicable, what needs to be updated, who is responsible for the updates, and what will be deprecated.
Review New Content
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.
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.
Reach out to Quavo if guidance or assistance is needed.
Collect Questions
Now that you have a plan and know what needs to be created, documented, and updated, make a list of knowledge gaps. If you can't find the information in Confluence, reach out so we can assist in delivering that information to you or by updating our resources.
Attend Training Sessions
Come to the training sessions with any questions or concerns. This is your time to gather all the information you need from a QFD expert. If you need assistance with your documentation or content or need additional meetings, let us know. We're here for you!
Training Team
For additional information or suggestions, please contact the training team.
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