Subject: RE: Audit Report - Jan 1 - Jan 7, 2023
From: Nashwa Elshafey <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: Nikhil Bishnoi <[email-masked]>, Manish Kumar <[email-masked]>, Safa Mursel <[email-masked]>, Bidipta Dutta <[email-masked]>, deeksha <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Tue, 17 Jan 2023 11:35:57 +0000

Dear team,

Please find the below discussed points on the calibration:

  *   Agent can ask the customer to check for his delivered order in case customer contacted us within the same day of delivery , if later agent need to escalate it.
  *   Not to use the check with your neighbors about your order better to ask the customer if he can confirm the delivery through his security or whomever available at home.
  *   For Arabic audits need to ask the agents not to use the Arabic symbols better to use the spoken language in writing.
  *   RGCC Arabic interactions need to be audit by Safa as goggle translate or any translator will not give the right meaning.
  *   Since Safa will do only the Arabic Audits for both so the other auditor should only audit the English interactions and no need to add language column.

Below is the Avg scores for WK’1 after submitting the calibration scores

Ith Team
AVG score
No of interactions
Asma salem
88%
2
Hessah Alsufayyan
88%
2
Abdulrahman alqumea
85%
2
Reenad Alosaimi
83%
2
Hilah Alolayan
80%
2
Shoaa Nfeesah
80%
2
Saud Almutlaq
78%
2
Afnan eyad
50%
2
Grand Total
79%
16
LSM team
Avg score
No of interactions
Khalid
100%
2
Zai
93%
2
Mohamed Almustafa
90%
2
Mohammed Bahashwan
90%
2
Murshed
90%
2
Mais Hasan
90%
2
Mohd. Elbadri
90%
2
Ziena Saeed
90%
2
Abdulqader Ahmed
88%
2
Hamza
88%
2
Reena
88%
2
Mohammad Tawfik
85%
2
Mazen Mohd.
85%
2
Aya
78%
2
Huma Sayed
50%
2
Grand Total
86%
30

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Thanks,
Nashwa ElShafey
Trainer – Customer Service
+971 55 292 3275
Landmark Group HQ, Marina, Dubai, UAE.
www.landmark.digital<http://www.landmark.digital>

From: Apoorv Joshi <[email-masked]>
Sent: Monday, January 9, 2023 11:18 AM
To: Mohd Imran <[email-masked]>
Cc: Nashwa Elshafey <[email-masked]>; Nikhil Bishnoi <[email-masked]>; Manish Kumar <[email-masked]>; Safa Mursel <[email-masked]>; Bidipta Dutta <[email-masked]>; deeksha <[email-masked]>
Subject: Audit Report - Jan 1 - Jan 7, 2023

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Hi Imran,

PFA audit report between Jan 1 - Jan 7, 2023

Regards,
Apoorv
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