Subject: RE: KSA audit report (LSM) - August 2021
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Samer Salmeh <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Malik Ismail <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Wed, 8 Sep 2021 13:40:36 +0000

Hi Team,

Sharing final QA scores & report for August 2021 (KSA Team) and points discussed in callibration today.

  *   As per our discussion on Saud Almutaliq’s performance, he has shown some improvement and we can take a final call on him by next week. Also please make sure that Saud and any other agent having issues in English is not handling any English interaction with immediate effect. In case of challenges and issue do approach us.
  *   As an action plan on point 1, regarding work from home for bilingual agents, provide us the update on priority.

  *   Agents still are not providing accurate and complete information, they should address all concerns asked by customer on email/chat.
  *   Product and disposition related things needs a refresher.
  *   Grammatical, punctuation and syntax error is still being observed.

Agent name
QA score
Hessah
96%
Mariam
94%
Khadija
94%
Abdulmonem
93%
Fatima
89%
Reem
88%
Modhi
85%
Zain
82%
Alanoud
80%
Shaha
79%
Saleh
79%
Saud
76%
Assala
65%
Grand Total
84%

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

From: Shakeeb Arsalan <[email-masked]>
Sent: Thursday, September 2, 2021 1:36 PM
To: Mohd Imran <[email-masked]>
Cc: Samer Salmeh <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>; Jessie Caparas <[email-masked]>
Subject: Re: KSA audit report (LSM) - August 2021

External email sender, please take precaution.
Hi Imran,

Thank you for sharing the scores & points.

Well noted, The same will be cascaded to the team.

Regards
Shakeeb

________________________________
From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Samer Salmeh" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>, "Deeksha Dadu" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, September 2, 2021 2:03:47 PM
Subject: KSA audit report (LSM) - August 2021

Hi Team,

Please find below points and scores for KSA team, as discussed in our callibration.

  *   Issue in grammatical and punctuation is observed.
  *   Need to work more upon disposition correction.
  *   TAT share with customer needs to be accurate as on website, many tickets have been found where improper TAT was shared.
  *   Need to show willingness to help and response should be proper as per customer’s ask.
  *   All issues where escalation is required, need to be done accordingly with relevant probing from customer’s end.

Regarding agent, Saud Almutlaq Let’s give him 1 week more time and he will be under observation. Please issue a warning letter to him and mention to improve his performance asap. In case, of no improvement, let’s remove him from the process.

Agent name
Score
Khadija
96%
Hessah
96%
Abdulmonem
95%
Reem
94%
Mariam
93%
Modhi
90%
Saud
86%
Fatima
85%
Saleh
84%
Shaha
83%
Zain
82%
Alanoud
75%
Assala
69%
Grand Total
86%

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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