CVA Quality Control & Performance Standards Flashcards
6 cards from real CVA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CVA Quality Control & Performance Standards flashcards as text
What is the difference between quality assurance (QA) and quality control (QC) in CVA programs?
Answer: QA focuses on preventing defects through process design; QC focuses on detecting defects after work is completed
QA designs processes to prevent defects proactively, while QC detects defects through review after work is completed — both are essential in CVA programs.
A CVA performance review shows an agent's accuracy rate dropped from 96% to 89% over one quarter. The FIRST step is to:
Answer: Conduct a root cause analysis reviewing the specific cases where errors occurred
A measurable accuracy drop requires root cause analysis of the specific error cases before any corrective action is determined.
Which document governs the minimum acceptable quality standards for CVA agent performance?
Answer: The agency's written performance standards and standard operating procedures (SOPs)
Written performance standards and SOPs are the authoritative documents defining minimum acceptable quality thresholds for all CVA agents.
A CVA agent self-identifies an error on a previously closed case. What is the proper course of action?
Answer: Immediately notify the supervisor, document the error, and follow the agency's case correction protocol
Self-identified errors must be immediately disclosed to the supervisor and corrected per the agency's formal case correction protocol.
What role does feedback from claimants play in CVA quality improvement?
Answer: It provides one perspective on service delivery that, combined with internal audit data, can identify process improvement opportunities
Claimant feedback is one data source among several — most valuable when triangulated with internal audit findings to identify genuine service delivery improvements.
Under CVA quality standards, what is the minimum documentation required when an agent deviates from standard procedure on a case?
Answer: A written explanation of the deviation, the reason for it, and supervisor approval documented in the case file
Any procedural deviation must be documented in writing with the rationale and supervisor approval to maintain the case file's integrity and traceability.