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. To provide new client training 4 - 6 weeks prior to go-live
2. To provide product update training on new features and Association mandates prior to these changes being released
3. To support clients' training needs by creating and providing learning material
4. To maintain a continued partnership with clients by facilitating on-demand training after go-live
5. To 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. That way, the client audience will gain familiarity with the product which results in comfort and confidence with the system. Training occurs after the client's staging (UAT) environment is built, aiming for 4 - 6 weeks prior to go-live.
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. These demo sessions follow the first two milestones in the new client onboarding process.
The following are the three milestones in the onboarding process:

Milestone 1

• Demo the claim intake workflow in the client's staging environment
• Host the Operational Excellence Workshop

Milestone 2

• Walkthrough accounting calls to ensure accuracy in collaboration with the client's technical accounting SME

Milestone 3 

• Client to review and sign off on the completed code

Training commences after the milestones have been met. The training program includes an agenda that will be trimmed down or added to based on the client's product. Training sessions, summaries, and durations are available here.
Training sessions are focused on using QFD to complete work. As such, training sessions feature the staging environment to walk through examples and explain tools and functions. 

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. 

Operational Excellence Workshop 

As part of our commitment to enhancing client efficiency and supporting adoption, we will host a workshop following the first milestone. The workshop aims to start the workforce management discussion in the project's nascency. We'll discuss how to manage work using QFD and offer suggestions based on how the client currently distributes tasks to their teams. There are three parts to the workshop:

1. Work Management Training

   In this block, we'll explain how QFD assigns work to claim processing agents. We'll explain Assignment Groups and how to set up agents' work preferences. We'll also go over the manager dashboard, which includes helpful tools and data for making informed decisions.
   
   

2. Consultation

   In this block, we'll look at how the client currently divides work among their teams. Then, we'll combine their work method with QFD's approach to work allocation and suggest ways to improve.
   
   

3. What Happens Next

   In this block, we'll chat about future training plans by reviewing the out-of-box agenda. We'll also recap what we've discussed and go over any takeaways from both sides.

Clients will be sent a consultation survey prior to the workshop so that we can have focused discussions and provide insightful recommendations in this meeting. The leadership training session will be held at a later time prior to go-live and it will refresh and reinforce what was discussed in the workshop. 

Training Team

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

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

Ben Anderson, Director of Client Success | benjamin.anderson@quavo.com