QA monitoring - GDS Documentation Compliance (NLC)

All executed calls with or without potential AEN


A red asterisk (*) indicates required questions.

  1. Agent SSO (Use agent wmn, ex: wmnjcordero)*


  1. Team Lead (Format: First Name Last Name)*


  1. Deputy Manager (Format: First Name Last Name)*


  1. Conversation ID*


  1. Call Date (Format: MM/DD/YY)*


  1. Itinerary Number*


  1. Intent*
    Cancel
    Exchange


  1. PNR*


  1. Process Completed*
    Yes
    No


  1. Script Utilization*
    Yes
    No
    NA


  1. Add Collect - Incorrect/Missing  *


  1. Booking Errors  *


  1. Policy Related  *


  1. Processing Driven  *


  1. Queue Placement/Removal  *


  1. Other errors not on the list, please specify:


  1. Potential AEN?
    Yes
    No


  1. Recoverable?
    Yes
    No


  1. Error Amount in total (Format: $ XX.XX)


  1. GDS  *


  1. QC CHECK:

    Compliant?
    Yes
    No


  1. Reason for Non-compliance*
    No GDS remarks
    Incomplete GDS or Mandatory remarks/segments
    NA


  1. MISSING REMARKS/SEGMENTS: (If agent is tagged as COMPLIANT, leave blank)



    Standard portion
    Process Identification
    Research done by the agent
    Script Usage
    Pricing used
    Line segments priced
    Instruction based on research - HT (If not indicated will trigger AEN)
    Documentation for new amount priced and quoted to the agent (needed in case call recording is no longer available)
    Residual amount (If any)
    Stored fare TST number
    Standard Documentation - Customer's approval/confirmation
    Queue Placement
    identifier who initiated the process - Standard


  1. Accurate documentation/remarks?*
    Yes
    No


  1. INACCURATE DOCUMENTATION/REMARKS: (If agent is tagged as ACCURATE, leave blank)

    Standard documentation
    Process Identification
    Research done by the agent
    Script Usage
    Pricing used
    Line segments priced
    Instruction based on research - HT (If not indicated will trigger AEN)
    Documentation for new amount priced and quoted to the agent (needed in case call recording is no longer available)
    Residual amount (If any)
    New TST number
    Standard Documentation - Customer's approval
    Queue Placement
    Identifier who initiated the process


  1. Reason/s for inaccuracy:(If agent is tagged as ACCURATE on question 25, leave blank)
    No standard documentation
    Incorrect waiver code/No waiver code
    Did not document script used
    Did not document pricing used
    Did not document line segments priced/Incorrect line segments priced
    No/incomplete remarks on "research done by agent" portion
    No/incomplete remarks on "instruction based on research - HT" portion
    Did not/incomplete documentation for new amount priced and quoted by the agent
    Did not document/incorrect residual amount (If any)
    Did not document new TST number
    Did not document Queue placement
    Incorrect add collect/No add collect remarks
    Incomplete or No SSO login/No date of transaction/process
    Others


  1. If others, please specify:


  1. Did the agent quote the fare or ADC (Fare difference + Penalty fee) to the customer as appropriate?*
    Yes
    No
    NA


  1. Did the agent disclose the fare rules/penalty to the customer as appropriate?*
    Yes
    No
    NA


  1. Did the agent apply the waiver code in case of Waiver due to ASC or weather-related issues?*
    Yes
    No
    NA


  1. Did the agent check the ticket image once he/she process the pnr?*
    Yes
    No
    NA


  1. Did the agent advise baggage allowance to the traveler after the changes?*
    Yes
    No
    NA


  1. Did agent use FWR? (Based on Voyager documentation or GDS remarks)*
    Yes
    No
    NA


  1. QA Name*





Ana Marie Sanchez