{"id":31,"date":"2023-10-31T08:45:26","date_gmt":"2023-10-31T11:45:26","guid":{"rendered":"https:\/\/34.138.209.52\/anac\/?page_id=31"},"modified":"2023-10-31T09:27:15","modified_gmt":"2023-10-31T12:27:15","slug":"monitoria","status":"publish","type":"page","link":"https:\/\/portal.speedmais.com.br\/anac\/qualidade\/monitoria\/","title":{"rendered":"Monitoria"},"content":{"rendered":"\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f41-o1\" lang=\"pt-BR\" dir=\"ltr\" data-wpcf7-id=\"41\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/anac\/wp-json\/wp\/v2\/pages\/31#wpcf7-f41-o1\" method=\"post\" class=\"wpcf7-form init cf7skins cf7s-default\" aria-label=\"Formul\u00e1rios de contato\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"41\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.3\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"pt_BR\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f41-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7cf_hidden_group_fields\" value=\"[]\" \/><input type=\"hidden\" name=\"_wpcf7cf_hidden_groups\" value=\"[]\" \/><input type=\"hidden\" name=\"_wpcf7cf_visible_groups\" value=\"[]\" \/><input type=\"hidden\" name=\"_wpcf7cf_repeaters\" value=\"[]\" \/><input type=\"hidden\" name=\"_wpcf7cf_steps\" value=\"{}\" \/><input type=\"hidden\" name=\"_wpcf7cf_options\" value=\"{&quot;form_id&quot;:41,&quot;conditions&quot;:[],&quot;settings&quot;:{&quot;animation&quot;:&quot;yes&quot;,&quot;animation_intime&quot;:200,&quot;animation_outtime&quot;:200,&quot;conditions_ui&quot;:&quot;normal&quot;,&quot;notice_dismissed&quot;:false}}\" \/><input type=\"hidden\" name=\"_wpcf7dtx_version\" value=\"5.0.3\" \/>\n<\/fieldset>\n<fieldset>\n\t<legend>Monitoria Mensagem<\/legend>\n\t<ol>\n\t\t<li><label for=''>Monitoria Realizada por: <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"monitoria\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"monitoria\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"Ariane Lima\">Ariane Lima<\/option><option value=\"Amanda Silva\">Amanda Silva<\/option><option value=\"Thais Paulino\">Thais Paulino<\/option><option value=\"Viviane de Assis\">Viviane de Assis<\/option><\/select><\/span><\/li>\n\t\t<li><label for=''>Atendente <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"atendente\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"atendente\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"Barbara Favre\">Barbara Favre<\/option><option value=\"Edjar Rodrigues\">Edjar Rodrigues<\/option><option value=\"Erika Tavares\">Erika Tavares<\/option><option value=\"Elivania Arruda\">Elivania Arruda<\/option><option value=\"Hilda Fernandes\">Hilda Fernandes<\/option><option value=\"Priscila Simone\">Priscila Simone<\/option><option value=\"Roberta Barbosa\">Roberta Barbosa<\/option><option value=\"Sandra Veloso\">Sandra Veloso<\/option><\/select><\/span><\/li>\n\t\t<li><label for=''>Canal de Comunica\u00e7\u00e3o <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"canal_comunicacao\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"canal_comunicacao\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"Whatsapp\">Whatsapp<\/option><option value=\"Email\">Email<\/option><option value=\"Chat\">Chat<\/option><option value=\"Mobile\">Mobile<\/option><\/select><\/span><\/li>\n\t\t<li><label for=''>Nome <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"nome\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"nome\" \/><\/span><\/li>\n\t\t<li><label for=''>CPF (Apenas N\u00fameros) <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"cpf\"><input class=\"wpcf7-form-control wpcf7-number wpcf7-validates-as-number digits\" aria-invalid=\"false\" value=\"\" type=\"number\" name=\"cpf\" \/><\/span><\/li>\n\t\t<li><label for=''>Telefone do contato <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"telefone\"><input class=\"wpcf7-form-control wpcf7-number wpcf7-validates-as-number digits\" aria-invalid=\"false\" value=\"\" type=\"number\" name=\"telefone\" \/><\/span><\/li>\n\t\t<li><label for=''>Protocolo de atendimento <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"protocolo\"><input class=\"wpcf7-form-control wpcf7-number wpcf7-validates-as-number digits\" aria-invalid=\"false\" value=\"\" type=\"number\" name=\"protocolo\" \/><\/span><\/li>\n\t\t<li><label for=''>Data de recebimento da mensagem <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"data_recebimento\"><input class=\"wpcf7-form-control wpcf7-date wpcf7-validates-as-date date\" aria-invalid=\"false\" value=\"\" type=\"date\" name=\"data_recebimento\" \/><\/span><\/li>\n\t<\/ol>\n\t<fieldset>\n\t\t<legend>Crit\u00e9rio T\u00e9cnico\/procedimentos comuns (Condu\u00e7\u00e3o do Atendimento)<\/legend>\n\t\t<ol>\n\t\t\t<li><label for=''>Utilizou sauda\u00e7\u00e3o inicial ou acolhimento de forma adequada. <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"realizarsaudaincial\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"realizarsaudaincial\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Compreendeu corretamente o contexto\/ objetivo do cliente. <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"contexto_cliente\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"contexto_cliente\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Contornou obje\u00e7\u00f5es ou situa\u00e7\u00f5es dif\u00edceis de forma adequada . <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"contornou_objecoes\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"contornou_objecoes\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Forneceu informa\u00e7\u00e3o de acordo com a solicita\u00e7\u00e3o do cliente. <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"forneceu_informacao\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"forneceu_informacao\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Encerramento\/ finaliza\u00e7\u00e3o foi adequado  <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"encerramento\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"encerramento\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t<\/ol>\n\t<\/fieldset>\n\t<fieldset>\n\t\t<legend>Crit\u00e9rio T\u00e9cnico\/Procedimentos espec\u00edficos<\/legend>\n\t\t<ol>\n\t\t\t<li><label for=''>Registrou o atendimento de forma correta. <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"registrou_atendimento\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"registrou_atendimento\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Utilizou FAQ de resposta padr\u00e3o. <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"faq\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"faq\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Respondeu dentro do tempo adequado. SLA (acordo de n\u00edvel de servi\u00e7o) <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"respondeu_dentro_tempo\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"respondeu_dentro_tempo\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t<\/ol>\n\t<\/fieldset>\n\t<fieldset>\n\t\t<legend>Comportamental (Comunica\u00e7\u00e3o e Postura)<\/legend>\n\t\t<ol>\n\t\t\t<li><label for=''>Transmitiu a informa\u00e7\u00e3o de forma clara, objetiva e com seguran\u00e7a <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"transmitiu_informacao\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"transmitiu_informacao\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Foi cordial, teve empatia, demonstrou aten\u00e7\u00e3o\/interesse <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"cordial\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"cordial\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Escrita (Regras gramaticais e linguagem) <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"Escrita\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"Escrita\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t<\/ol>\n\t<\/fieldset>\n\t<fieldset>\n\t\t<legend>N\u00e3o Conformidade (FALHA GRAVE)<\/legend>\n\t\t<ol>\n\t\t\t<li><label for=''>Forneceu informa\u00e7\u00f5es incorretas <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"incorretas\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"incorretas\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Apresentou um tratamento ou postura inadequada <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"postura_inadequada\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"postura_inadequada\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option value=\"9\">9<\/option><option value=\"10\">10<\/option><\/select><\/span><\/li>\n\t\t\t<li><label for=''>Deixou de registrar um atendimento <\/label><span class=\"wpcf7-form-control-wrap\" data-name=\"nao_registrar\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"nao_registrar\"><option value=\"\">&#8212;Escolha uma op\u00e7\u00e3o&#8212;<\/option><option value=\"0\">0<\/option><option value=\"1\">1<\/option><option value=\"2\">2<\/option><option value=\"3\">3<\/option><option value=\"4\">4<\/option><option value=\"5\">5<\/option><option value=\"6\">6<\/option><option value=\"7\">7<\/option><option value=\"8\">8<\/option><option 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