Subject: Re: LSM quality report (Mar'21)
From: Shakeeb Arsalan <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, escalations dxbteam <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Wed, 26 May 2021 01:10:00 -0700 (MST)

Hi Imran, 

Noted, Will be sharing the report on time. 

Regards 
Shakeeb 

From: "Mohd Imran" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "Saurabh Dadu" <[email-masked]>, "Deeksha Dadu" <[email-masked]> 
Sent: Tuesday, May 25, 2021 5:54:31 PM 
Subject: RE: LSM quality report (Mar'21) 

Hi Team, 

As discussed in today’s meeting please start doing the audits. 

Expecting a report by start of coming week. 

Regards , 

Mohd. Imran 

From: Mohd Imran <[email-masked]> 
Sent: Monday, March 22, 2021 5:20 PM 
To: Shakeeb Arsalan <[email-masked]> 
Cc: seeta.seeta <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Escalations Dxbteam <[email-masked]>; Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]> 
Subject: RE: LSM quality report (Mar'21) 

Hi Shakeeb, 

Adding on to this, start doing audits for social media and app reviews as well. 

Hope to see them in this week report. 

Thanks 

From: Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, March 21, 2021 4:52 PM 
To: Mohd Imran < [ mailto:[email-masked] | [email-masked] ] > 
Cc: seeta.seeta < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] >; Manish Kumar < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: LSM quality report (Mar'21) 

External email sender, please take precaution. 

Hi Imran, 

Thank you for sharing the feedback with us. 

The same will be cascaded to all of the agents & will make sure that everyone will follows the instructions. 

Regards 
Shakeeb 

From: "Mohd Imran" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Shakeeb Arsalan" < [ mailto:[email-masked] | [email-masked] ] >, "Seeta Seeta" < [ mailto:[email-masked] | [email-masked] ] >, "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] >, "Manish Kumar" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "escalations dxbteam" < [ mailto:[email-masked] | [email-masked] ] >, "Saurabh Dadu" < [ mailto:[email-masked] | [email-masked] ] >, "Deeksha Dadu" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, March 21, 2021 5:41:12 PM 
Subject: LSM quality report (Mar'21) 

Hi Team, 

Please find below quality score for the month of March 2021 and points which we had discussed during calibration. 

    * Agents need to address the customer by their in all type of interactions. 
    * Refund TAT need to be shared correctly i.e. 7-14 days. 
    * Syntax and grammatical error are majorly observed in chats and emails. 
    * Disposition of tickets need to be proper, as per the scenario. Depending on complaint or inquiry. 
    * Cases wherein customer asking for call back, agent need to take it on priority and get it arranged. 

Do share the feedbacks with bottom quartile and fatal scorers. 

	

Agent name 	

Quality Score 

Manish Kumar 	

100% 

Ezzaldeen 	

96% 

Juhi Goel 	

95% 

Elharith 	

94% 

Nikhil Bishnoi 	

94% 

Prince Malik 	

92% 

Wael 	

92% 

Fahim 	

91% 

Kishan Singh 	

91% 

Abdallah Osman 	

91% 

Mohammad Humayun 	

91% 

Algaili 	

90% 

Saeedurrahman 	

89% 

Mazim 	

89% 

Hamza 	

88% 

Ismat 	

88% 

Almustafa 	

88% 

Grand Total 	

87% 

Fatma 	

86% 

Arunjay Raj 	

78% 

Sohaib 	

76% 

Mayar 	

69% 

Murshed 	

67% 

Process score 	

88% 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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