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Call Center QA Independent Contractor Policy Manual

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54 views4 pages

Call Center QA Independent Contractor Policy Manual

Uploaded by

sgreen1105
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Call Center QA Independent Contractor

Manual

1 YOUR ROLE WITH CALL CENTER QA


Congratulations on passing your test call and being accepted as a Mystery Shopper with Call Center QA.
This document is designed to answer many of our contractor’s questions, and to offer guidance on
company policies and procedures.

Your role as a mystery shopper with us is to provide unbiased feedback on your customer service
experience while giving you access to great product and services. Our list of Mystery Shops is always
growing and changing, but is also very limited. You should not rely on this contract position as a steady
source of income. You are hired on an as-needed basis.

2 EMPLOYMENT STATUS
Call Center QA Mystery Shoppers are Independent Contractors. They are not employees of the
company, and are not eligible for medical benefits, vacation compensation, sick pay or any other
employee type benefits. We do not require a W9 from our Independent Contractors. An IRS 1099-MISC
form will be issued for the tax year if you reach the income threshold as required by the IRS.

We do not issue employment verification letters or verify employment for government benefits. If you
are seeking to use independent contractor income to qualify for benefits, please speak to the
government agent handling your case to determine what is needed.

3 REGISTRATION
In order to work with us as an independent contractor, you must be registered as a mystery shopper
with our company. There can be only one Registration per person and household. You must be a current
resident of the United States to be a registered Mystery Shopper with Call Center QA. We do not allow
non-USA residents. Please register before you complete a test call for our company. You can register
online at this URL: http://www.callcenterqa.org/cqa/employment/. If you have any questions regarding
the registration process, please contact the Human Resources Manager at [email protected].

4 EMAIL POLICY
Call Center QA communicates extensively via email. You must have a valid email address that you have
access to on a regular basis, in order to receive assignments for Mystery Shops and PayPal payment
receipts. We highly recommend you whitelist [email protected] and provide an alternative Gmail

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Call Center QA Independent Contractor
Manual
email address if you currently use the following email providers: Hotmail, Ymail, Yahoo, AOL, Comcast
[email protected]. Emails sent to these providers have a greater change of bouncing than Gmail. We also
recommend you check your bulk/spam folder, as some of our emails end up there. The bulk folder is
usually hidden for Gmail. It can be displayed by selecting the “More” link on the left-hand side menu
once you have logged into your inbox. If we receive multiple bounced email messages when trying to
contact you, we will contact you via phone at the number you provided during registration. If we do not
receive a response from you within 3 business days, and our emails are not being delivered, we reserve
the right to withhold payment for work completed. If multiple attempts to reach you fail, you will be
removed from our active contractors list and will not receive additional mystery shops.

Your registered email address and the email address you provide call center agents may not contain any
of the following – mystery shopper, work from home, call center QA, make money, or any other similar
references that would indicate you are a Mystery Shopper. This is in direct violation of our policy and
you will not receive payment for any of our Mystery Shops.

If you are unsure if your email address is acceptable, please contact the Human Resources Manager for
clarification.

Your Email Address must not be shared or linked to any other Registered Contractor, if found your
Contract will be flagged and terminated from our system.

5 TELEPHONE POLICY
All Call Center QA Mystery Shoppers must provide us with a working contact phone number that they
can be reached at. All registered contact phone numbers must be USA based, we do not accept
international numbers.

The telephone number that you use to place any mystery shopping calls must be either a landline or cell
phone based in the USA. Do NOT USE A BLOCKED PHONE NUMBER when making calls. Google Voice or
similar type phone services that do not fall into the category of either a landline or cell phone are not
allowed. You should always provide the Call Center Agent with a workable contact number that you can
be reached at. If they follow up with you via email or phone and you are not interested in being
contacted, you simply ask them to remove your name from their follow up list. Hanging up on the Call
Center Agent or providing misleading/false contact information is not allowed, as it will raise suspicion
of a secret Mystery Shopping program. Always provide accurate contact information including a phone
number you can be reached at.

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6 ASSIGNMENTS
When our management team has issued a new Mystery Shop assignment you will be contacted via
phone or email. The email you receive will either contain a link to our website page listing new Mystery
Shops, or the entire Mystery Shop will be outlined in the email. Each assignment will have specific
criteria that must be met in order to qualify for payment. This may include – days of the week and/or
times the Mystery Shop can be made, specific product or service information requests, length of call,
and the completion of an online paid evaluation form. You are responsible for reading each assignment
carefully and following the directions. Failure to complete the Mystery Shop as specified will result in
non-payment. This policy is applicable to all types of Mystery Shops we make available.

7 MYSTERY SHOP REVIEWS


Telephone Mystery Shops – each call you make is automatically time stamped and recorded. We review
all calls and the call duration times. Providing misleading information on your paid call evaluation form,
including call date/time, call number used to place the call, call duration and content of call will result in
non-payment. We also require a submitted online paid call evaluation form that is detailed (not
vague/non-specific) (N/A) is not permitted on the fields that require a brief comment; we expect
feedback on your customer service experience on the paid call evaluation form. Failure to do so will also
result in non-payment.

Online Forms – you must always provide accurate information on a quote, if a form requires you to be a
home owner and you are not one, you are not to complete the form. All forms must be filled out in its’
entirety in order to receive payment. Subject to answer the security question incorrectly on each form
to ensure completion will result in a non payment notice.

Upon review, if there is an issue with the call or evaluation form or online form, you will be contacted by
the Operations Manager via email and/or phone. Payment will be on hold until any outstanding issues
are resolved.

8 PAYMENT
You will be paid $5 for each call and must include a submitted call evaluation. Any calls where you are
not connected with a live agent will not be paid.

All payment is issued via PayPal only. We do not offer paper checks, direct deposit or electronic wire
transfers. Evaluations are paid within 7 business days from the day you have submitted your evaluation.
You must provide Call Center QA with a verified PayPal email address that can accept payments and is

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registered in your name, it cannot be not be linked or shared by any other contractor. It is the sole
responsibility of the contractor to resolve any issues with his or her PayPal account that may delay
receipt of any outstanding payments owed by Call Center QA. In the event you have an issue with your
PayPal account you must contact PayPal directly to solve the issue.

We have built our reputation on ensuring payment is issued promptly and accurately. Occasionally, due
to a large influx of Mystery Shops, a staff member being out sick or on vacation, or any other unforeseen
circumstances, pay may be delayed for an additional 1-2 days. If you have submitted a paid evaluation
form and have not received payment within 7 business days, please contact us at [email protected].

Business days are defined as Monday thru Friday and do NOT include weekends or federal holidays.

9 TERMINATION OF INDEPENDENT CONTRACTOR STATUS


Call Center QA reserves the right to terminate your services as an independent contractor with or
without cause at any time. This can include, but is not limited to the following: fraud, misrepresentation,
false information provided on online forms, phone calls or evaluation forms, disclosing that you are a
Mystery Shopper to a Call Center agent either via email or phone, any type of unprofessional conduct
that could include belligerent or threatening phone or email communication, negative blog comments
or social media posts, harassment of Call Center QA staff or other independent contractors.

We strive to have a professional work environment for all and have a zero tolerance policy regarding
illegal and unethical behaviors.

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