Subject: Fwd: KSA audit report (LSM) - August 2021
From: Shakeeb Arsalan <[email-masked]>
Date: Thu, 2 Sep 2021 03:54:41 -0700 (MST)

From: "Mohd Imran" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Samer Salmeh" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "Malik Ismail" <[email-masked]>, "Saurabh Dadu" <[email-masked]>, "Deeksha Dadu" <[email-masked]>, "Jessie Caparas" <[email-masked]> 
Sent: Thursday, September 2, 2021 2:03:47 PM 
Subject: KSA audit report (LSM) - August 2021 

Hi Team, 

Please find below points and scores for KSA team, as discussed in our callibration. 

    * Issue in grammatical and punctuation is observed. 
    * Need to work more upon disposition correction. 
    * TAT share with customer needs to be accurate as on website, many tickets have been found where improper TAT was shared. 
    * Need to show willingness to help and response should be proper as per customer’s ask. 
    * All issues where escalation is required, need to be done accordingly with relevant probing from customer’s end. 

Regarding agent, Saud Almutlaq Let’s give him 1 week more time and he will be under observation. Please issue a warning letter to him and mention to improve his performance asap. In case, of no improvement, let’s remove him from the process. 

	

Agent name 	

Score 

Khadija 	

96% 

Hessah 	

96% 

Abdulmonem 	

95% 

Reem 	

94% 

Mariam 	

93% 

Modhi 	

90% 

Saud 	

86% 

Fatima 	

85% 

Saleh 	

84% 

Shaha 	

83% 

Zain 	

82% 

Alanoud 	

75% 

Assala 	

69% 

Grand Total 	

86% 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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