Subject: Re: KSA audit report (LSM) - August 2021
From: Shakeeb Arsalan <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Samer Salmeh <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Malik Ismail <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Thu, 9 Sep 2021 23:36:13 -0700 (MST)

Hi Imran, 

I am sorry for the late reply, 

What you have mentioned has been well noted. 

Regards 
Shakeeb 

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: Wednesday, September 8, 2021 7:10:36 PM 
Subject: RE: KSA audit report (LSM) - August 2021 

Hi Team, 

Sharing final QA scores & report for August 2021 (KSA Team) and points discussed in callibration today. 

    * As per our discussion on Saud Almutaliq’s performance, he has shown some improvement and we can take a final call on him by next week. Also please make sure that Saud and any other agent having issues in English is not handling any English interaction with immediate effect. In case of challenges and issue do approach us. 
    * As an action plan on point 1, regarding work from home for bilingual agents, provide us the update on priority. 

    * Agents still are not providing accurate and complete information, they should address all concerns asked by customer on email/chat. 
    * Product and disposition related things needs a refresher. 
    * Grammatical, punctuation and syntax error is still being observed. 

	

Agent name 	

QA score 

Hessah 	

96% 

Mariam 	

94% 

Khadija 	

94% 

Abdulmonem 	

93% 

Fatima 	

89% 

Reem 	

88% 

Modhi 	

85% 

Zain 	

82% 

Alanoud 	

80% 

Shaha 	

79% 

Saleh 	

79% 

Saud 	

76% 

Assala 	

65% 

Grand Total 	

84% 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

From: Shakeeb Arsalan <[email-masked]> 
Sent: Thursday, September 2, 2021 1:36 PM 
To: Mohd Imran <[email-masked]> 
Cc: Samer Salmeh <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>; Jessie Caparas <[email-masked]> 
Subject: Re: KSA audit report (LSM) - August 2021 

External email sender, please take precaution. 

Hi Imran, 

Thank you for sharing the scores & points. 

Well noted, The same will be cascaded to the team. 

Regards 
Shakeeb 

From: "Mohd Imran" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Shakeeb Arsalan" < [ mailto:[email-masked] | [email-masked] ] >, "Samer Salmeh" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "Malik Ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Saurabh Dadu" < [ mailto:[email-masked] | [email-masked] ] >, "Deeksha Dadu" < [ mailto:[email-masked] | [email-masked] ] >, "Jessie Caparas" < [ mailto:[email-masked] | [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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