January 2025 Statement of Understanding - International Team

Acknowledgement and Sign Off


A red asterisk (*) indicates required questions.

  1. Employee ID*


  1. Full Name (Last Name, First Name)*


  1. JustAnswer Partner Site*
    UK
    DE
    ES
    JP
    JP CSI


  1. The update was discussed to me by:


  1. The update was discussed to me on (mm/dd/yy):*


  1. Quality & Audit Compliance:
    • When providing feedback in the QMG audit comments, ensure specificity regarding what the agent is learning from the session, the reason for the issue, and key takeaways.
    • Agents must review and accept QMG audits weekly. In case of a dispute, they must inform their TL within 72 hours of audit creation.
    • Agents must ensure backend work is accurate and complete, especially with the after-call option now available.

    Process & Customer Handling:
    • Agents must follow the repeat email callback process:
    o After the 4th response from the customer (UK/DE/JP).
    o After the 3rd response from the customer (ES).
    • Agents should use the correct script to explain why customers should check junk and spam folders, rather than simply asking them to do so.
    • Agents must apply correct tags for multiple issue scenarios (e.g., if a customer is unaware of a recurring charge and is also dissatisfied with the response, both "MBR_awareness" and "Quality_of_response" tags should be applied).
    • Agents should share only relevant information and avoid offering extra details proactively.
    Knowledge & Compliance:
    • Agents must answer the KMT every week and report any issues immediately.

    All the items above have been properly discussed and I hereby confirm my complete understanding and acceptance of the contents stipulated herein.

    Please select "I understand/I acknowledge" to confirm your acknowledgment.

    I also understand that if I have questions regarding the topics listed above, I will consult with my immediate supervisor.

    Please select "I fully Acknowledge, but I have question/clarification that I need to raise" if the topics are not clear to you.
    *
    I fully acknowledge
    I have question/clarification that I need to raise


  1. If you selected "I have question/clarification that I need to raise", please provide the questions that you would like to ask.*




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