UHC M&R & C&S
Knowledge Check Assessment Issued No.: 1
Policy
Alorica Teleservices, Inc. TRAINING POLICIES AND Effectivity Date:
Alorica Philippines, Inc. PROCEDURES
March 01, 2023
I. Objective
The main objective of this memo is to ensure compliance with the client-defined Quality of Service.
It is also designed to provide appropriate coaching, feedback, and dictate a developmental action
plan to operations and re-enforce accountability with all the parties involved including Quality
Analysts, Team Managers, and advocates.
II. Coverage / Scope
All Alorica Employees supporting UHC M&R & C&S are covered by this memorandum. They are
expected to behave in a manner consistent with this memorandum. They are required to be
knowledgeable of the changing systems, processes, and updates that happen within the account
and to utilize available resources to aid them.
III. Implementing Guidelines
OFFENSE
Critical Error Description Examples
Advocate failed the The advocate failed to meet the
knowledge Check qualifying score of 80% for the
Assessment knowledge check assessment set
by operation and training. After the
advocate were able to join the
huddle session conducted by the • Failed to meet the qualifying
Team Manager and / or Trainer, score of 80%
but have not taken the related
knowledge check. • Failure to take the assessment
during the allotted time / date
Advocate failed the Process updates to be release of the huddle discussion.
knowledge Check weekly by the training team to
Assessment for operations. Team managers to • Failing to provide the correct
Check Your cascade with their team. identifiers in the knowledge
Understanding check. (I.e., Employee
(CYU) Training team will publish quizzes
Number, contractor Number,
each Friday and TMs are expected
Complete name)
to serve them.
The advocate failed to meet the
qualifying score of 80% for the
knowledge check assessment set
by operation and training.
IV. Discipline Management
It is important that all covered employees comply with the rules and procedures that set the
standardsfor performance and behavior. Employees are expected to conform and achieve results
with integrityand professionalism.
This memo outlines the classification of violations/offenses as well as the penalties corresponding
the offense.
UHC M&R & C&S
Knowledge Check Assessment Issued No.: 1
Policy
Alorica Teleservices, Inc. TRAINING POLICIES AND Effectivity Date:
Alorica Philippines, Inc. PROCEDURES
March 01, 2023
Category Corrective Actions
First Instance of advocate failing to meet Knowledge check
Coaching
assessment qualifier
Second Instance of advocate failing to meet Knowledge check
Verbal Warning
assessment qualifier
Third Instance of advocate failing to meet Knowledge check
Written Warning
assessment qualifier
Forth Instance of advocate failing to meet Knowledge check
Final Warning
assessment qualifier
Fifth Instance of advocate failing to meet Knowledge check
Termination
assessment qualifier
Any employee who commits any of the violations will be given the proper corrective action in
relation with the category of the offense and its overall impact to the business. Should there be
additional occurrences of the same behavior, the employee should be issued with the next level
of progressive discipline, unless circumstances warrant an escalated progression, up to and
including termination employment with due process.
Corrective Action has the following cleansing period:
• Verbal Warning is active for three (3) months.
• Written Warning is active for six (6) months.
• Final Warning is active for twelve (12) months.
All advocates will be given an opportunity to dispute through their Team Managers prio r to any
action.
Training Team should act appropriately on Policy Violations and Critical Alerts by sending the
completion Reports to the respective Team Manager and Operations Manager within twenty (24)
hours of the advocate accomplishing the knowledge a ssessment. Team Managers should
address/correct behavior by the issuance of coaching.
V. Progressive Discipline for Non-Action of Immediate Supervisors
• The immediate supervisor should act on the case within 48 hours from receipt of the
incident report, unless valid reasons prevent them from doing so. Ex. Employee is out
of the office (LOA).
• Valid reasons should be duly approved by the next-level manager and should be made
known to the Training Supervisor before the deadline. Otherwise, the case will be
tagged asOverdue.
• The actions required within 48 hours include coaching the agent, securing a signed
coaching log, and sending the show cause memo to HR for approval.
• Failure to act or follow the required process shall be a ground for disciplinary
action up to and including termination.
VI. Dispute Process
• The immediate supervisor of the employee has forty (48) working hours upon receipt of
the completion report to review and file a dispute if necessary.
• The Training team is expected to review the dispute and has forty (48) working hours to
respond upon receipt of the dispute.
• All disputes received beyond forty (48) working hours from the time of receipt of the
Completion Report will not be entertained (except on extenuating circumstances and/
or a valid reason is presented for the delay of the dispute) and the supervisor must
UHC M&R & C&S
Knowledge Check Assessment Issued No.: 1
Policy
Alorica Teleservices, Inc. TRAINING POLICIES AND Effectivity Date:
Alorica Philippines, Inc. PROCEDURES
March 01, 2023
proceed todue process.
VII. Reservation Clause
• The company reserves the right to amend, revise, modify, or change the above
guidelinesas required by the nature of its business with due notice and proper sign off
from the employees before implementation. Any of the information and data on this
process document is subject to change with approval of the Customer Experience
Leadership Team, Training Team and Human Resources Business Partner Team.
VIII. Effective Date of Coverage
This Knowledge Check Assessment Memo is effective on March 1, 2023.
Approved by:
Carl Joseph Zotomayor Dhasi Lou Carranza
Director, Customer Experience Senior Manager, Customer Experience
Juan Miguel Enriquez Cheyne Garcia
Senior Manager, Learning Delivery Senior Manager, Customer Experience
Noted by:
Charmine Gamazon
Manager, Human Resources
Receipt and Acknowledgement of UHC M&R & C&S Knowledge Check Assessment Policy
I further understand that my employment with the Company reporting under UHC M&R & C&S
account is governed by the following agreement:
1. That I hereby undertake to respect and observe these provisions.
2. That it is understood that if, at any time, I am found in violation of any infractions stated
herewith after due process and careful evaluation, the Company shall implement the
appropriate disciplinary action.
3. I further understand that if I have questions about any of the provisions stated herewith, I
may address my questions to my Immediate Supervisor, the Department Head or to the
Human Resources Business Partner.
UHC M&R & C&S
Knowledge Check Assessment Issued No.: 1
Policy
Alorica Teleservices, Inc. TRAINING POLICIES AND Effectivity Date:
Alorica Philippines, Inc. PROCEDURES
March 01, 2023
