Subject: Daily Quality Report | 22 Jan'22
From: Chirag Rustagi <[email-masked]>
To: deeksha <[email-masked]>, saurabh <[email-masked]>, shakeeb arsalan <[email-masked]>
Date: Sat, 22 Jan 2022 09:01:36 -0700 (MST)

Hi All, 

PFA the Audit RAW for 22 Jan. 

Following were the major errors/opportunities identified: 

    * issue escalated unnecessarily when the shipping TAT was yet to be completed 
    * failed to escalate to WH/courier team to relay the needed info about order shipping/modification 
    * failed to address all/multiple issues raised by the cx 
    * failed to redirect the cx to appropriate PG Vendor (TABBY) when cx did not get the refund, thought it was successfully processed from our end 
    * ineffective fact-finding (asked for cx details even when the cx provided the same in one of the previous emails) 
    * failed to show empathy when the cx cited not being well 
    * failed to offer a return request when the cx explicitly asked for one 
    * failed to relay complete information about order cancellation in one email 
    * failed to apologize when needed 
    * failed to address the cx with their name properly 

Agent Wise Scores:- 

Daily Scores - KSA Team 		Daily Scores - IN Team 
Agent Name 	Audit Count 	Average of Score 	FATAL Count 	FATAL % 		Agent Name 	Audit Count 	Average of Score 	FATAL Count 	FATAL % 
Saud 	1 	100% 		0% 		Mazen 	2 	100% 		0% 
Reenad 	2 	100% 		0% 		Ziena 	2 	100% 		0% 
Maha 	2 	100% 		0% 		Mohad 	2 	100% 		0% 
Shahad 	2 	98% 		0% 		Abdulqader 	2 	100% 		0% 
Rashed 	2 	98% 		0% 		Mazin 	2 	100% 		0% 
Nasser 	2 	95% 		0% 		Elbdari 	2 	95% 		0% 
Asma 	2 	90% 		0% 		Bahashwan 	2 	95% 		0% 
Naif 	2 	90% 		0% 		Omer 	2 	95% 		0% 
Amira 	2 	88% 		0% 		Abdallah Ahemad 	2 	95% 		0% 
Yara 	2 	50% 	1 	50% 		Mayar 	2 	95% 		0% 
Naif Teni 	2 	0% 	2 	100% 		Aya 	2 	45% 	1 	50% 
Grand Total 	21 	82% 	3 	14% 		Hokan 	2 	45% 	1 	50% 
						Mais 	2 	45% 	1 	50% 
						Grand Total 	26 	85% 	3 	12% 

Following are the agents for whom the audits could not be done/less audits were done: 

Agent Name 	Location 	Reasons 
Atef 	IN 	no tickets 
Humera 	IN 	no tickets 
Modhi 	KSA 	no tickets 
Raghad 	KSA 	no tickets 
Sara Alsharif 	KSA 	no tickets 
Saud 	KSA 	1 audit done 
Shehanah 	KSA 	no tickets 

-- 
Regards, 
Chirag Rustagi