I work for an insurance company as a pre authorization representative. I’ve been here for 6 months, since I’ve left training 5 months ago, I’ve NEVER received a “coaching” or told that my QA scores were low, etc, nor was I ever told that we have the ability to view our QA cards and evaluations, and where we could find them – and I’ve confirmed that it was not just me who did not have this knowledge.
Today, while having tech issues on the phone with IT, I stumbled across the software that lets you view said information, which was not easy to access, nor any mention of it in our knowledge base etc.
I’ve failed the past 5 weeks of QA, all for the same issue/mistake, my manager nor a trainer has never coached me or given me this feedback, it’s lowered my QA score to 35% (goal is 85%)! I feel like I’m being set up to fail. How am I supposed to fix something I don’t know I’m doing wrong?