Subject: Re: Audit Report
From: Deeksha Dadu <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, Elharith Elsiddig <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Wed, 14 Sep 2022 10:01:04 +0000

Hi Imran,

Apologies for not being able to send audit reports for last few weeks. Please allow me to update you on the reasons for this.

I pulled Elharith out for support and monitoring of KSA team. Given the backlog and quality issues in KSA in last few months in addition to having a few new hires there, having Elharit manage and support KSA directly has proven to be of great help.

Last few weeks we were completely focused on controlling backlog in KSA which is completely under control now. Currently, we have only 124 open cases, majority of which are pending third party so we are following up. In terms of quality as well, Elharith audits the DSAT cases and shares feedbacks with agents every day. Apart from assisting agent on their queries, he is also guiding agents in real time on agent complex and ageing cases in order to prevent mistakes from happening and possibly saving a DSAT. As a result, we have been able to minimize agent related DSATs as compared to before. We hope to completely eliminate agent-related errors in coming month.

In addition to this, Apoorv has been busy training 3 new agents in KSA who went live last week but are handling cases under strict real time supervision of Apoorv. We also have two new QAs on board to continue doing audit work. One of them, Bidipta started auditing KSA cases last week. I will get her trained now on the format you have provided so that we can start sending you reports in that format. Until now, she was doing qualitative audits. The other one is still under training.

I have attached three audit sheets here- KSA DSAT audits done by Elharith, UAE DSAT audits done by Nikhil/Manish, KSA audits done by Bidipta.

Please let me know if you have any questions.

Regards,

Deeksha

________________________________
From: "Mohd Imran" <[email-masked]>
To: "Apoorv Joshi" <[email-masked]>
Cc: "escalations dxbteam" <[email-masked]>, "deeksha" <[email-masked]>, "Elharith Elsiddig" <[email-masked]>, "Nikhil Bishnoi" <[email-masked]>, "Manish Kumar" <[email-masked]>
Sent: Wednesday, September 14, 2022 12:36:27 PM
Subject: RE: Audit Report

Hi Apoorv,

Please share the report for last weeks.

From: Apoorv Joshi <[email-masked]>
Sent: Friday, 26 August 2022 10:31 AM
To: Mohd Imran <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; deeksha <[email-masked]>; Elharith Elsiddig <[email-masked]>; Nikhil Bishnoi <[email-masked]>; Manish Kumar <[email-masked]>
Subject: Audit Report

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Hi Imran,

PFA audits which elharith has done between the last audit report and today.

Regards,

Apoorv

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