Quality Assurance Technician
Scope: The below process is used to check field installer administrative duties, as well as quality assurance for customer satisfaction.
Duration: Every Monday the designated QA technician will review the previous weeks completed installs, service calls, and upgrades.
The Quality Assurance Technician will complete all the following responsibilities on a weekly basis:
- Will check that physical address is correct. (Installs)
- Will check for Terms of Services or 3-Year contract signature. If it has not been signed call customer as soon as possible. (Installs, Upgrade)
- Will ensure billing information has been applied to account, if it has not call customer and get billing information. (Installs)
- Will ensure all proper charges have been applied to the account. (Service Calls)
- Will check Link Capacity Test, Signal Strength, and Session Counts. (Service Calls, Upgrades)
- Will check that contact information (phone and email) is current. (Installs)
- Administer Quality Assurance Questions. (Installs, Upgrades)
Quality Assurance Questions:
Q1: Are you satisfied with the work that was done at your location the previous week? Yes
Q2: Was the technician friendly, courteous, and/or knowledgeable about the job and your
equipment? Yes
Q3: When you originally called in to schedule the service call, was the Customer Support
Representative both friendly and helpful? Yes
Q4: Would you recommend Bertram Internet to a neighbor, friend, or family member? Yes
Q5: Are there any suggestions that you would like to make that might help improve the
Representative-Client relationship here at Bertram Internet?