Subject: Re: Audit Report: Jan 8 - Jan 14, 2023
From: Apoorv Joshi <[email-masked]>
To: Nashwa Elshafey <[email-masked]>
Date: Wed, 25 Jan 2023 05:31:58 -0700 (MST)

Hi Nashwa, 

Also just wanted to give you an update on below headcount, I mistakenly wrote the Backoffice/Tagging headcount as 7. It is 6, Safa has already been taken out of it and is working on the audits only now. 

Thank you. 

Regards, 
Apoorv 

From: "Apoorv Joshi" <[email-masked]> 
To: "Nashwa Elshafey" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "Bidipta Dutta" <[email-masked]>, "Nikhil Bishnoi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Mohd Imran" <[email-masked]>, "malik ismail" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]> 
Sent: Tuesday, January 24, 2023 8:00:15 PM 
Subject: Re: Audit Report: Jan 8 - Jan 14, 2023 

Hi Nashwa, 

As requested the headcount for Week 3 is as follows: 

Webteam India- 

15 + 7 Agents, 15 are the agents which work on cases in webteam India and 7 agents are working in Backoffice/Tagging cases in KSA 

Webteam KSA- 

8 Agents 

Headcount for week 4: 

Webteam India- 

15 + 7, 15 are the agents which work on cases in webteam India and 7 agents are working in Backoffice/Tagging cases in KSA 

Webteam KSA- 

7 Agents 

Also, previously we were not auditing cases for the backoffice/tagging agents however, I have asked Bidipta to add the audit for those agents as well in India team audits from now on. 

Regards, 
Apoorv 

From: "Nashwa Elshafey" <[email-masked]> 
To: "Apoorv Joshi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "Bidipta Dutta" <[email-masked]>, "Nikhil Bishnoi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Mohd Imran" <[email-masked]>, "malik ismail" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]> 
Sent: Tuesday, January 24, 2023 5:06:20 PM 
Subject: RE: Audit Report: Jan 8 - Jan 14, 2023 

Dear team, 

Please find the below discussed points on the calibration: 

    * Any missing punctuation will be considered as syntax error. 
    * Agents need to be encouraged to use comma instead of dots in opening and closure. 
    * In case that Hybris shows the item as non-returnable and it used to be a returnable item, case need to be raised to investigate to provide the customer with the best solution. 

Below is the Avg scores for WK’2 after submitting the calibration scores, also note that interactions that have been audited out of the cycle have been removed as well as the interactions that has no scores. 

Please share the headcount for WK’2 & Wk’3 in advance since the number of agents that has been monitored are way less than WK’1 

	

LSM 	

AVG score 	

No of interactions 

Khalid 	

100% 	

1 

Reena 	

100% 	

2 

Ziena Saeed 	

100% 	

2 

Mohamed Almustafa 	

95% 	

1 

Huma 	

93% 	

2 

Mohammad Tawfik 	

93% 	

2 

Abdulqader Ahmed 	

88% 	

2 

Hamza 	

80% 	

2 

Mohammed Murshed 	

80% 	

1 

Mohd. Elbadri 	

75% 	

2 

Grand Total 	

90% 	

17 

ITH 	

AVG score 	

No of interactions 

shoaa nfeesah 	

86% 	

5 

Abdulrahman alqumea 	

85% 	

5 

Afnan Eyad 	

84% 	

4 

Hilah Alolayan 	

82% 	

7 

Reenad Alosaimi 	

81% 	

6 

Asma Salem 	

77% 	

6 

Hessah Alsufayyan 	

76% 	

3 

Grand Total 	

82% 	

36 

Thanks, 

Nashwa 

From: Apoorv Joshi <[email-masked]> 
Sent: Monday, January 16, 2023 10:48 AM 
To: Mohd Imran <[email-masked]> 
Cc: Nashwa Elshafey <[email-masked]>; deeksha <[email-masked]>; Bidipta Dutta <[email-masked]>; Nikhil Bishnoi <[email-masked]>; Manish Kumar <[email-masked]> 
Subject: Audit Report: Jan 8 - Jan 14, 2023 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Hi Imran, 

PFA the audits between Jan 8 - Jan 14, 2023 

Thanks and Regards, 

Apoorv 
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