Transcript
Nichole Walker (00:00) just a few more minutes for other people to join.
Nichole Walker (00:09) Hope everyone had a good Easter.
Kandlapalli Sandeep Kumar (00:16) Hi, Nicole. Good.
Jennifer Zervos (00:17) Morning. Good.
Nichole Walker (00:18) Morning.
Nichole Walker (00:24) We’re just at time. We’ll give it another minute.
Nichole Walker (00:57) Okay. Let’s see who we’re missing. Let’s see. I don’t see anyone.
Nichole Walker (01:15) Good, morning.
Nichole Walker (01:22) All right. Looks like we’re missing. I think Maggie’s off today. I’m missing. Jaga… is Brittani still off?
Jennifer Zervos (01:34) Look, no, she’s here. Okay?
Nichole Walker (01:38) Then we’re missing Brittani. Let me check here. Thank you.
Nichole Walker (02:00) We’ll give it just one more second guys.
Nichole Walker (02:38) All right. So we’ll go ahead and get started. Jen and josh, do you guys want to give the quality updates? And then we can go into my follow up updates?
Jennifer Zervos (02:48) Yes. Let me just open the agenda quick. Okay. So I do have four updates for you guys. So I did communicate this all on slack but I just want to make sure it’s reiterated.
Jennifer Zervos (03:01) So moving forward, we don’t run into the same issues. So first things, first, preliminary review, compliance, we have to make sure if an app is automated, it’s going to preliminary review first. Make sure you’re following the suggested actions in sigma. We’re seeing that they’re not being followed. We’re having apps go directly to QC. And very important, we’re not doing that because we won’t have it generate in our QC queue if it’s not going to automation first, it won’t pick up for QC. It’s the way everything works on the back end. So moving forward, we just have to make sure we’re following the suggested actions. If we see there is any discrepancy in any of the suggested actions if something’s saying to go to QC first and it’s not going to QC by all means, flag us. So then we can flag it to epd to look into the issue and make sure there’s no bugs. So that’s the first thing. And then also with the SLA management, I know Nicole you did a slack this morning as well. Please make sure you’re staying on top of your SLA. It’s really important for the apps that are going to QC. We’re seeing a high tick of apps going to QC that are in critical or they’re in nearing. And then it also messes up our numbers as well. So please just make sure you’re staying on top of your SLA, and you’re working them within. So we give our QC agents enough amount of time. And if there are errors, we have to make sure we’re allocating for that as well. Now, I do know QC gives us the two extra business days for SLA, but that’s not something that we should be relying on. And again, we’re just seeing a lot of lines in the critical past. SLA, last thing is the error log medallion India. I’m going to be getting you the error log for the new agents. And if we have any trends where we’re seeing agents increasing every week, I just have to have a visual of how you guys are handling that, the communication that you’re giving them and the feedback that you’re giving them as well. Just so we have visual on our end. So I’ll get you that error log report for probably by lunchtime our time. And then I just need to see next steps later other than that, I will put on it off to Nicole because that is all I have. Does?
Nichole Walker (05:28) Anyone have any questions for quality or go ahead, Olivia? Hi?
Kandlapalli Sandeep Kumar (05:33) I won’t ask this on the call with everyone on here because I have onshore but I slacked you and Jen in the channel, just about a question about the QCS with the onshore because a lot are missing SLA because of the constant errors back and forth. So I just wanted to know if it’s okay if I jumped in on those or if I should just keep them going as they are. But I slacked you guys for that.
Jennifer Zervos (06:03) Yeah. That one’s for FCC, right? Yeah. So that has a little bit of a nuance to it. So Nicole and Sarah, you just have to jump in on that.
Nichole Walker (06:12) What do you mean? I don’t I mean, if you need her help, do you, I mean, is there someone?
Jennifer Zervos (06:17) On here, it’s because it’s FCC is just look at the slack because I don’t want to be.
Nichole Walker (06:22) Doing it on here. Okay. Yeah. Sorry, I’m behind on slack already this morning. So, all right.
Nichole Walker (06:33) All right. So who else has anything else on the India side, alternate side? Do you guys have anything?
Kandlapalli Sandeep Kumar (06:43) Yeah, Nicole. So we are facing issue with our sigma. This is already communicated in the channel. Can you please provide us an update regarding the same?
Jennifer Zervos (06:54) There was a post made for sigma. You guys should be able to pull up our video.
Nichole Walker (07:00) Sorry, guys. Y’all, were talking over each other. Go ahead. It’s on, go ahead. Yeah.
Jennifer Zervos (07:03) There’s a hard refresh for you guys right now. So you just have to log out of sigma. There was a post made about it.
Nichole Walker (07:09) Yeah. So instruct your whole team to log out of sigma and then log back in.
Nichole Walker (07:17) I think they did some updates over the weekend and someone forgot to unfilter something. All right. Anyone else, go ahead, chip, so.
Shivam Kaushal (07:30) Nicole, as per the discussion happened with caqh. So ultimate team will be prioritizing the sigma. So all the agents will be prioritizing the queue as per the volume that they are receiving. And we’ll be prioritizing the rest of the manual reports apart from sigma.
Nichole Walker (07:52) Say that again. So no one should be working anything unless it’s in their sigma queue, right? Like that’s, what you’re saying is that they’re going to continue, they’re just going to work at a sigma now?
Shivam Kaushal (08:04) Firstly, our priority will be sigma. So as Kate has said that some of the agents have started getting the other queues, so we’ll prioritize that first and we will be working on the other queues apart from that. Yeah.
Alexander Smith (08:17) I’m also working on updating the confluent payer distribution as well. I think Sanket just recently shared a new one and there are alternate agents in there. So I’m going to be updating the distributions here shortly, so hopefully in the next like hour or so those requests should come through to those agents as well and they can just work directly out of sigma… all.
Nichole Walker (08:42) Right. So for my follow up numbers guys, there’s been quite a few that has fallen in, you know, the plus 50, the plus 28 to 50 days, 14 to 28 days. I need you guys to make that a priority to make sure that you’re looking at these numbers. Our zero to seven day bucket has come down. So I’m thankful for that. But we have 93 still in seven to 14 days. We have 18 in 14 to 28 days. We have two in 28 to 50 days and seven in plus 50 days. So I need you guys to make that a top priority for today to make sure we can get them cleared out. Another thing is looking at in the zero to seven day bucket, there’s 1,487, 1,100 of them have notes from the last 14 days. So again, I’m not sure why we’re still seeing this discrepancy. I need chip you. And then on India’s side for you guys to allocate someone directly to making sure that these buckets are getting cleared out today, especially if a majority of the work is done. Like I just, I’m still not understanding how this is happening if we have notes, whether it’s an old task, closed, whatever the case may be. But 1,100 in this bucket is still an absurd amount of tasks that are sitting open like I really just need and I’ll be there next week. So, you know, my goal is going to be really just sitting with people trying to understand. Are we missing a step? Is there, like what’s going on for us to still have 1,100 open? When we’ve actually done the work in the last 14 days, right? I think that’s what I’m struggling with like our team’s not getting the credit that they deserve because they’ve done the work, right? It’s just something is open or a lot of them this morning. When I looked is the bland AI calls that must mean that they’re not closing the bland AI notice out. So that also is super important.
Merged Audio (10:49) Sure. Nicole, we’ll focus on that one from India side. And the main thing Nicole, I just wanted to, it is not for everyone. Okay, this is for Mi team and for alderma team also, please make sure the files, whatever is allocated as per the pay distribution, please keep assigned to your team members, whatever is not distributed in the sigma. Please don’t give those work to any people. I just instructed Mi. And same thing. Please alderma, please follow that one except the tiger team in India. We have a tiger team which the nine people are working 121 50 plus bucket except them, all the people need to be aligned as per the pay distribution that will eradicate more duplicate works because last couple of weeks, I can see there are more duplicate work alderma people are doing and tiger team will be working on the same file and India people are working on the same request. We are spending some time, but that is not worth it. So I instructed Mi team, whatever freshers we have here, whatever people are working, which is not in the pay distribution. They will not touch any work.
Nichole Walker (12:05) The other thing is missed slas. I’m not sure how we were down to like 100 in missed slas, which I really thought we were going to get it cleaned up. Now, we’re at 654 and 500 within slas, and that’s in one week, we went from 100 to almost 700. And that’s another thing that I need help understanding like how did we, how did we jump so far?
Merged Audio (12:30) Yeah, just give me some time.
Merged Audio (12:32) Nicole. Let me because sigma just now it’s popped up. I want to look into what really happened and I’ll ping you personally, Nicole.
Nichole Walker (12:39) Okay. That sounds good. Shiv on your side also too. If you can give me an update on that?
Nichole Walker (12:53) Someone’s hands up.
Onkar Singh (12:55) Yes, actually, I just have a quick question for this. Someone from my team is actually on absent.
Shivam Kaushal (13:03) So,
Onkar Singh (13:04) the line should be like missed from that study, right? So should we assign it to the other people or should we keep it as same as it is?
Merged Audio (13:13) For example, if you have some people in your team who got absent today, other people can support from your team in the back and from your background, it will not give to Mit at all. For example, if you’re working on Theoria, or confluent, whatever it may be for altamira, you have some set of payers, right? Those set of payers, please, you handle it. If any two people take leave or three people you please handle in the background. So it will not distribute to anyone until and unless onshore team leader gives you the approval for… the Mit, okay? Without Alex or without Olivia or Sam without their approval or from Nicole or me, please, we will not take not even a single line from Mit into altamira or from altamira to Mit. We will not do it.
Alexander Smith (14:04) Okay. I,
Shivam Kaushal (14:05) mean, I agree with you, jaga. I mean, this will reduce the duplication of work and we will only focus on the allocation through sigma.
Merged Audio (14:16) Yeah, that sounds good. Siva and Alex, as, you know, like we have freshers who’s working in the day shift, right? For a confluent for 30 people, for those 30 people, whatever payer distribution happens for the Mi team from the work, it will be given small pieces will be given to the fresher team, not from the ultimate payer distribution. No, everything will help us, yeah.
Alexander Smith (14:43) That makes sense. And just let me know too. Like if you need me to update the distributions with the new agents or if they’ll just be pulling from other medallion India queues or, you know, whatever you guys need for me. I’m going to be updating the distribution with what sandkit sent to me this morning. So like I said, shiv, the confluent team should have that work in the next like hour or so.
Merged Audio (15:06) Yeah. Down the line, you will get some people coming into the confluent because I have eight more people yet to be distributed. So I’ll speak with Nicole today or tomorrow. And according to our discussion, I’ll segregate those things. And for freshers, Alex, I need to get approval from qct team, how they are good in the application from Jen and from iset, once I get a green signal, I’ll distribute them, probably, they’ll come on may only Alex because they are in the ramp right now. Thanks, thanks Alex.
Alexander Smith (15:40) Just let me know if you need anything from me.
Merged Audio (15:43) Sure. Alex, thank you so much. And any questions from Olivia or any leaders regarding for Mi, Maggie… or somebody? Nope? All right.
Nichole Walker (15:56) Guys, I’m good. Just let’s make sure that we’re staying on top of these follow ups and ms slas that’s the biggest thing. I have a call next with Derek and all of our leadership on. I may have to try to justify why our slas have went up significantly. I think some of it is due to quality… not due to quality but because they’re sitting in a quality bucket. So, you guys just let me know from there, if you’re seeing anything so I can report back?
Merged Audio (16:26) Yeah, Nicole, Alexander from Mit within 10 minutes, alright?
Nichole Walker (16:31) Guys. Thank you very much. If I don’t talk to you guys, I will see you guys next week in person. Have a good day. Happy.
Merged Audio (16:36) Monday.