QC Coaching Blockers by Iselina Hernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4 Spot some blockers that will prevent having a successful coaching session with the ambassadors en-us 2022-02-27 12:03:14 UTC 2022-03-02 12:23:36 UTC hello@padlet.com PTO iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068128847 Absence when having a big team. Coaching has to be taken over by other people who does not have a continuity or the story behind the interactions or agreements made by the ambassador]]> 2022-02-27 12:15:01 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068128847 Hurt morale iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068129793 When other people take the responsibilities of the lead's coaching due to PTO for example then there are no meaningful conversations and the ambassadors don't feel heard or taken care of]]> 2022-02-27 12:16:48 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068129793 Tool issue I iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068132085 No alert/notification when Appeals are closed, therefore no continuity of the process]]> 2022-02-27 12:20:38 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068132085 Time inaccuracy iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068133258 Appeals from partner side close on Fridays, after supervisor's schedule ended. No one is left to review them. Wondering if we would have the same issue internally. ]]> 2022-02-27 12:23:00 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068133258 Ambiguity in coaching notes iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068137621 Previous QC ambassador used her critical thinking for scoring tickets and ambassadors had to oblige with what was not displayed or shown in the scoring guide WF. 

]]> 2022-02-27 12:29:19 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068137621 Lack of resources iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068138066 Partners have an extensive coaching templates that Internal team don't]]> 2022-02-27 12:30:18 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068138066 Rejection towards CIP iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068139893 Some ambassadors accept and acknowledge improvement notes in a 1:2:1 setting, but would reject any insights in any other situations that will eventually lead them to continuous improvement.]]> 2022-02-27 12:33:30 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068139893 Own assessment iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068141043 Supervisors lack of capacity to trust or empower ambassadors to do a self assessment, review their own ticket and voice their inputs on what could have been done differently, and work from there. ]]> 2022-02-27 12:35:45 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068141043 Grey areas iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068141575 Knowledge gaps in WF are trickier to coach]]> 2022-02-27 12:36:36 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068141575 Supervisor's time management iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068143021 Supervisor's agenda is full without the additional weekly coaching sessions. ]]> 2022-02-27 12:39:07 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068143021 Lack of practice/knowledge iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068145049 Supervisors and Ambassadors took the Nexidia course long time ago and they never practiced it which is fundamental for the successful implementation of the program.


]]> 2022-02-27 12:43:04 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068145049 Appeals only available for NDP iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068149588 If the ambassador appeal an evaluation it will be directed to the Americas, whom will determine the outcome, however the Americas QC only review cases related to NDP. If there's an appeal in other WF it will not be taken care of.]]> 2022-02-27 12:51:46 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068149588 Tool issue II iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068150635 Ticket ID not shown in the coaching submission, therefore the supervisor will not be able to see the original ticket but only the QC notes]]> 2022-02-27 12:53:22 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068150635 Lack of time for Appeals iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068151888 QC time management in the Americas is full with evaluations. QC cannot determine how much of the time can be handled with appeals. Is only 1 person.]]> 2022-02-27 12:55:36 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2068151888 Shifting performance with BBC iselinahernandez https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2073441280 Ambassadors might feel demoralised when they look at their scores. 
A shift to Behavioural Based Coaching in these scenarios might be a better approach.]]> 2022-03-02 12:23:36 UTC https://padlet.com/iselinahernandez/536uj6i1cf93wrq4/wish/2073441280