QA Mentorship Tracking - In-Depth


A red asterisk (*) indicates required questions.

  1. First Name:*


  1. Last Name:*


  1. My Role is:*
    Mentor
    New QA


  1. Area of Business:*
    Adherence
    Core
    Pharmacy Co-Pay
    REMS


  1. Program Name:*


  1. Call ID:*


  1. Open*
    Yes
    No
    N/A


  1. Hold/Transfer*
    Yes
    No
    N/A


  1. Close*
    Yes
    No
    N/A


  1. Comments:


  1. Professional / Word choice*
    Yes
    No
    N/A


  1. Avoids unexplained silences*
    Yes
    No
    N/A


  1. Asks questions to clarify*
    Yes
    No
    N/A


  1. Resolves other issues revealed during the interaction*
    Yes
    No
    N/A


  1. Uses the caller's name*
    Yes
    No
    N/A


  1. Clearly explains details / Educates when appropriate / Complete information provided*
    Yes
    No
    N/A


  1. Comments


  1. Follows SOPs, WI, and Program Procedures*
    Yes
    No
    N/A


  1. Uses available tools, systems, & resources*
    Yes
    No
    N/A


  1. Accurate information provided to the caller*
    Yes
    No
    N/A


  1. Documents accurate notes in the systems*
    Yes
    No
    N/A


  1. HIPAA*
    Yes
    No
    N/A


  1. Comments:


  1. Follows through / shares next steps*
    Yes
    No
    N/A


  1. Resolves the issue*
    Yes
    No
    N/A


  1. Comments


  1. Confidence*
    Yes
    No
    N/A


  1. Allows caller to speak uninterrupted*
    Yes
    No
    N/A


  1. Empathy*
    Yes
    No
    N/A


  1. Rate of speech & volume of voice*
    Yes
    No
    N/A


  1. Listens to the caller*
    Yes
    No
    N/A


  1. Courteous*
    Yes
    No
    N/A


  1. Tone of Voice*
    Yes
    No
    N/A


  1. Call flow (call control) / Conversational*
    Yes
    No
    N/A


  1. Comments:





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