Training Policy & Sessions

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:

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 Demo

The 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 Workshop

The 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 Training This training session will cover the basics of the claim intake process and how to search for an existing claim. Session goals: Know how the claim ID is created Understand how to create a fraud claim Understand how to create a non-fraud claim Know how to search for a claim Be familiar with the Case Status and Other Actions area	1 - 1.5 hours
Back Office #1: Introduction This training session introduces the Back Office, where analysts will work claims and complete the claim process. Session goals: Understand how to use the Actions button Know what the Case Assets are Know how to use the various Case Tools Understand the Case Roll Up Understand the Case Tabs	1 hour
Back Office #2: Pre-Recovery Work This training session walks attendees through the assignments analysts will work that are considered pre-recovery. Session goals: Understand how to deal with Authorization Reviews Understand how to complete the Select Transactions assignment Know how to complete the Review Documents assignment Feel comfortable completing the Review New Attachment assignment Understand how to complete the Check for Merchant Credit assignment Know how to complete the Review Withdrawal Request assignment Understand how to complete the Review Re-Open Request assignment Feel comfortable completing the Read New Correspondence assignment Be aware of the Daily Critical assignment work	1.5 hours
Back Office #3: Provisional Credit & Initiating Recovery Work This training session covers the actions users can take with provisional credit as well as the Next Recovery Deadline Assignment Group assignments. Session goals: Understand how to grant provisional credit and final credit Know why you would pend a dispute at the provisional credit step Understand how to deny the dispute Know how to review recovery options Understand the steps involved with a denial or write off after provisional credit has been issued Understand how to review, execute, and process chargebacks Know to how to complete manual fraud reporting in QFD	1.5 hours
Back Office #4: Recovery Work This training session will focus on the recovery work done in the Later Lifecycle Recovery Assignment Group. Session goals: Understand how to complete recovery work for Mastercard (if applicable) Understand how to complete recovery work for Visa Fraud claims (if applicable) Understand how to complete recovery work for Visa Dispute claims (if applicable)	1 - 1.5 hours
Leadership Training This training session covers topics specific to leadership/managers and the work they will be responsible for in QFD. Session goals: Understand how to deal with Unworkable Assignments Know how to work Manager Assignments (approvals) Understand how to work with users in the Admin Portal Determine how work assignments will be approached when your portal goes live	1 hour
Reporting Training This training session walks attendees through how to use QFD’s out of the box reporting. Session goals: Understand how to schedule a report Understand how to search and find reports Know which out of the box reports you are most likely to use	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.

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.

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