Thursday July 31st 2014

Quality Agent

Welcome to the DocuSign Quality Auditor Selection Process!

We are excited that you have accepted the invitation to participate in this process, and are looking
forward to getting to know you better through this Assessment Center. As you know, this position is key
for the Account, so we are looking for a candidate that demonstrates a keen understanding of the
business as well as the vision to implement a successful strategy. At the same time, it is key to maintain
the quality of our projects for internal and external clients.

Please read the case and prepare a presentation with your action plan to address the different situations
included in it. You will have 20 minutes to present.

Good luck!
Instructions:

 This is an individual exercise

 Read the case. Consider all details!
 Create a presentation to share your plan with the evaluation committee
 Be ready to answer questions and speak for every item in your plan

Case Study:

Background:

This Client Company provides their customers with technical assistance through our technically trained
agents. They communicate through the Company tools were the troubleshooting is documented and
use the phone as an additional communication channel to expedite progress of the customers issues
resolution.

Problem:

Despite recent joint efforts to improve the survey results, the account has not been able to meet the
CSAT target of 4.5.

Your role:

The account is looking for your help as Quality Assurance Auditor to analyze the recent results and
identify the key opportunities to reach the CSAT goal by the end of April 2020, and to propose Action
Plans from your standpoint as QA to achieve this objective.

Deliverable:

Build a PowerPoint presentation including:

1. Key opportunities you have identified as root causes of low CSAT.

2. Data, graphs, metric correlations, and any statistical evidence that firmly support each one of
your analysis hypothesis.
3. The Action Plans Log with at least 3 Action Plan proposals. These AP must be concrete and
explicit on each cell of the table.

Please use the SYKES template presentation.

Resources:

We are providing you with the SYKES PowerPoint template, and an Excel file containing:

1. The Action Plan Log to fill.

2. The data table with the customer surveys responses, including their written feedback.
3. The data table with the quality audits, including the auditors feedback.

KPI specifications to consider:

The metrics from the Customer Surveys are contractual agreements between SYKES and The Client
Company. Goals:

 CSAT >= 4.5

 QA>=90

Your presentation must include:

 Specify your actions and reasons.

 Possible Milestones.