Training Policy

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.

We support this statement in training through these goals:

1. Support businesses of all sizes and their individual training needs
2. Ensure compliance is maintained including regulatory and Association requirements  
3. Enable both leaders' and agents' success when completing work in QFD

Training Objectives

1. Send e-training modules 4 - 6 weeks prior to go-live
2. Facilitate remote training 2 - 4 weeks prior to go-live
3. Publish and send out product update training on new features and Association mandates prior to these changes being released
4. Support client training needs by creating and providing learning material
5. Maintain a continued partnership with clients by facilitating on-demand training after going live
6. 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 as we can discuss how the system will shift existing procedures and brainstorm how these shifts can be effectively communicated to agents.
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

Training is facilitated remotely through Zoom or the client's preferred meeting host. Training sessions can be scheduled by the client or the Quavo training team. Training sessions are recorded and then disseminated to the attendees.
Training can be held onsite upon client request.

Program

The training team meets with clients early in the project by hosting demo sessions that show the completed functions in the client's environment. Demo sessions are hosted by request. 
The following underlined sections further explain the training strategy.

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. 

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. 

Training Team

For additional information or suggestions, please contact the training team.

Aafie Somers, Technical Trainer | aafie.somers@quavo.com 

Dianne Greenberg, Director of Client Success | dianne.greenberg@quavo.com