Subject: Re: Quality Calibration (Livesalesman)
From: Saurabh Dadu <[email-masked]>
To: Mohd Imran <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Akshay Berry <[email-masked]>, mustehsan.siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, mohammad.quamar <[email-masked]>, Malik Ismail <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, seeta.seeta <[email-masked]>
Date: Thu, 12 Nov 2020 07:45:20 +0000

Hi Imran,

We have 2 additional managerial resources on account with Shakeeb. We have Niren who started working with New Hires (class room training), and We have Ash - who is looking at quality.

However the process Ash follows for quality is different from our standard audits. She looks at agents with lowest CSATs, highest Resolution times, and works on coaching and improving them.

I understand quality is a very important aspect of the work, however we are currently swamped, and just making sure the basics are done right first. I will update you on when Shakeeb can resume QA tasks in a week's time.

By the WW would be under way, and final count of new hires would be in place.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mohd Imran <[email-masked]>
Sent: 12 November 2020 12:52 PM
To: Shakeeb Arsalan <[email-masked]>
Cc: Fauzan Ahmad, Musalman <[email-masked]>; Apoorv Joshi <[email-masked]>; Akshay Berry <[email-masked]>; mustehsan.siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>; mohammad.quamar <[email-masked]>; Malik Ismail <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; seeta.seeta <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: RE: Quality Calibration (Livesalesman)

Hi Shakeeb,

We understand that team is busy working on new guys and occupied with many things.

Please consider quality audits as an important part of the process also.

Let me know the tentative date from when you will be available for audits and calibration.

From: Shakeeb Arsalan <[email-masked]>
Sent: Thursday, November 12, 2020 10:52 AM
To: Mohd Imran <[email-masked]>
Cc: Fauzan Ahmad, Musalman <[email-masked]>; Apoorv Joshi <[email-masked]>; Akshay Berry <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Malik Ismail <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; seeta.seeta <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: Quality Calibration (Livesalesman)

External email sender, please take precaution.

Hi Imran,

Following our internal discussion with Saurabh, I am temporarily focusing on getting team up to speed with current case back-logs. Also we have close to about 60 new team members, and more on the way, so I am also having to work on coaching them live.

Being one of the oldest team members, I currently have the responsibility of backlogs, escalated cases and bringing new team members up to speed along with my other colleagues.

I would appreciate your patience over next few days with Quality audits.

Regards
Shakeeb

________________________________

From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 12, 2020 11:33:41 AM
Subject: RE: Quality Calibration (Livesalesman)

Hi Shakeeb,

When likely we are going to get the next quality report.

From: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 26, 2020 2:47 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>
Subject: Re: Quality Calibration (Livesalesman)

External email sender, please take precaution.

Hi Imran,

PFA for the Audits report 19th Oct - 25th Oct.

Regards
Shakeeb

________________________________

From: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
To: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 19, 2020 7:55:09 PM
Subject: Re: Quality Calibration (Livesalesman)

Hi Imran,

PFA for the Audits report 12th Oct - 18th Oct.

Regards
Shakeeb

________________________________

From: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
To: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 12, 2020 7:24:02 PM
Subject: Re: Quality Calibration (Livesalesman)

Hi Imran,

PFA for the Audits report 5th Oct - 11th Oct.

Regards
Shakeeb

________________________________

From: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
To: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 5, 2020 11:48:31 PM
Subject: Re: Quality Calibration (Livesalesman)

Hi Imran,

PFA for the Audits report 27th Sep - 4th Oct.

Regards
Shakeeb

________________________________

From: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
To: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Cc: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, September 28, 2020 10:33:19 PM
Subject: Re: Quality Calibration (Livesalesman) 16 Mar' 2020

Hi Imran,

Please find the audit report from 21st - 26th Sept, Also accept my apology as I and my team didn't get the time to do the audit for 27th Sept.

In the next report, we will do audits from 27th Sept - 4th Oct.

Thanks & Regards,
Seeta Kunwar

________________________________

From: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
To: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Cc: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "jessie caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, September 28, 2020 5:37:12 PM
Subject: Re: Quality Calibration (Livesalesman) 16 Mar' 2020

Hi Imran,

We are preparing the report and once it will be done then we will share it with you.

Thanks & Regards,
Seeta Kunwar

________________________________

From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "Akshay Berry" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "jessie caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, September 28, 2020 5:32:32 PM
Subject: RE: Quality Calibration (Livesalesman) 16 Mar' 2020

Hi Team,

Please share the status on weekly quality report.

From: Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Sent: Monday, September 7, 2020 5:47 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Subject: Re: Quality Calibration (Livesalesman) 16 Mar' 2020

External email sender, please take precaution.

Hi Imran,

Yes, we can arrange the meeting on your provided time, and my team will be there.

Thanks & Regards,
Seeta Kunwar

________________________________

From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Akshay Berry" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "jessie caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, September 7, 2020 6:34:33 PM
Subject: RE: Quality Calibration (Livesalesman) 16 Mar' 2020

Hi Team,

As we are aware that our weekly quality calibration was paused due to covid situation.

Now, we have planned to resume it as we were doing it earlier.

Can we have a meeting on 15 September at 3 pm Dubai time in order to recall process and parameters and agree on new plans.

Looping @Akshay Berry<mailto:[email-masked]>

Thanks & regards

Imran

From: Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 17, 2020 11:11 AM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>
Subject: Re: Quality Calibration (Livesalesman) 16 Mar' 2020

External email sender, please take precaution.

Hi Mustehsan,

For the agents who are under red mark below are the steps which we are going to take to improve their quality:

We will going to have one by one session with them, so we check on which part of the process they are confused.

Will monitoring there performance everyday to check whether there's any improvement or not.

@imran thank you for sharing the updated sheet for audit.

Thanks & Regards,
Seeta Kunwar

________________________________

From: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "jessie caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 17, 2020 10:36:23 AM
Subject: Re: Quality Calibration (Livesalesman) 16 Mar' 2020

Hi Team LSM,

What action plans do we have for bottom quartiles?

Regards,

Mustehsan Siddiqui

From: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Date: Monday, 16 March 2020 at 5:56 PM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>, Jessie Caparas <[email-masked]<mailto:[email-masked]>>, Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Subject: Quality Calibration (Livesalesman) 16 Mar' 2020

Hi Team,

Please find below agent wise quality score for the month of march of emails and chats.

As discussed on call, we are having one small correction in parameter for the disposition, from now onwards please don’t mark this under fatal category, we have included this markdown in the closing parameter.

We have attached the new sheet for your reference. Please start auditing accordingly.

Below is the score for the month of march and we have dip down in process scores in comparison to last week. Please guide and coach the agents under red category.

Chats

Email

Agent Name

Chat Score

Agent Name

Email Score

Ammar Ali

100.0%

Apoorv

100.0%

Algaili Ahmed

95.8%

Ahmed Daher

99.4%

MD Ataullah

91.8%

Abdel Moneim

95.3%

Abhishek Sisodia

91.7%

Abhishek Bargaonkar

93.3%

Asjad Hussain

91.7%

Nikhil Bishnoi

93.3%

Musaab Hussein Al- Anesi

91.4%

Ahmad Daher

92.5%

Abhishek Bargaonkar

91.4%

Algaili Ahmed

90.6%

Mohammed Shafeeque

85.0%

Mhd Obiedo

90.2%

Nitesh Singh

81.7%

Rehan Khan

89.4%

Mohammad Tawfik

75.3%

Mohammad Tawfik

89.0%

Shivani Rani

74.0%

MD Ataullah

88.9%

Abdel Moneim

70.0%

Ammar Ali

85.4%

Ezzaldeen Mahyoub

67.5%

Ezzaldeen Mahyoub

85.2%

Process score

83.8%

Mohammed Shafeeque

81.5%

Ammar H

80.9%

Manish Kumar

80.0%

Asjad Hussain

79.7%

Shivani Rani

78.3%

Abhishek Sisodia

76.0%

Nitesh Singh

74.4%

Musaab Hussein Al- Anesi

74.4%

Haedar Mohammad

72.7%

Process score

85.0%

Thanks & regards

Imran

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7CMohd.Imran%40landmarkgroup.com%7C33595cd275d249941b3108d886d76abf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637407607070757185%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=9X6HCqfLwG3z1TM8i%2F68zFvy8ZyjDCxYpJ4R%2BFyrsig%3D&reserved=0>

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7CMohd.Imran%40landmarkgroup.com%7C33595cd275d249941b3108d886d76abf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637407607070767173%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=lusfGk8%2FcHyz2Ut%2FVzwjRZNFM6rLOKQW3o%2Ff2TQUy70%3D&reserved=0>

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<http://www.landmarkgroup.com>

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com