Subject: Daily Quality Report | 31 Jan'22
From: Chirag Rustagi <[email-masked]>
To: deeksha <[email-masked]>, saurabh <[email-masked]>, shakeeb arsalan <[email-masked]>
Date: Mon, 31 Jan 2022 06:59:15 -0700 (MST)

Hi All, 

PFA the Audit RAW for 31 Jan. (These audits are for transaction from 17 Jan as required by Shakeeb) 

Following were the major errors/opportunities identified: 

    * failed to address secondary queries of the cx 
    * information shared for an incorrect concept (Splash KSA instead of BabyShop UAE) 
    * failed to provide correct info on the cx's current Shukran balance 
    * failed to create a return request even when the cx asked for it and instead informed him about the returns policy again 
    * did not provide concise information instead just copied and pasted the same from website 
    * failed to take appropriate action (advise courier partner that the return pickup has been canceled) 
    * unnecessary exchange of emails for replacement not available when the cx specified a return 
    * closed the case without a resolution 
    * failed to check and advise of the correct refund details on multiple order on same ticket 
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 % 
Asma 	3 	100% 		0% 		Mohad 	3 	100% 		0% 
Rashed 	1 	100% 		0% 		Ziena 	5 	100% 		0% 
Reenad 	3 	98% 		0% 		Omer 	3 	100% 		0% 
Shehanah 	4 	98% 		0% 		Abdallah Ahemad 	3 	100% 		0% 
Naif Teni 	3 	97% 		0% 		Mazin 	3 	100% 		0% 
Shahad 	7 	96% 		0% 		Mazen 	3 	100% 		0% 
Modhi 	4 	95% 		0% 		Mayar 	3 	100% 		0% 
Maha 	5 	80% 	1 	20% 		Huma 	4 	99% 		0% 
Sara Alsharif 	4 	73% 	1 	25% 		Abdulqader 	3 	98% 		0% 
Naif 	3 	67% 	1 	33% 		Elbdari 	3 	98% 		0% 
Saud 	3 	60% 	1 	33% 		Mais 	5 	74% 	1 	20% 
Amira 	3 	33% 	2 	67% 		Hokan 	8 	73% 	2 	25% 
Yara 	3 	30% 	2 	67% 		Aya 	3 	67% 	1 	33% 
Grand Total 	46 	80% 	8 	17% 		Bahashwan 	3 	67% 	1 	33% 
						Atef 	3 	33% 	2 	67% 
						Grand Total 	55 	86% 	7 	13% 

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

Agent Name 	Location 	Reasons 
Nasser 	KSA 	ATT 
Raghad 	KSA 	no tickets 
Rashed 	KSA 	1 ticket found 

Note:- I will be connecting with those agents tomorrow who scored less than 80% in today's audit and document the feedback on email with them. 

-- 
Regards, 
Chirag Rustagi