Subject: Re: Audit Report March
From: Deeksha Dadu <[email-masked]>
To: "AMIR ABDUL. AZIZ" <[email-masked]>
Cc: Malek <[email-masked]>, Syed Ataullah <[email-masked]>
Date: Tue, 14 Mar 2023 14:30:31 +0000

We have spoken about this many times actually.

@Malek/Syed/ Amir: as soon as an update comes, the sup in the shift must take all agents available in the shift on call and make sure update is shared on call. When the next shift comes, the sup in that shift needs to do the same. This needs to happen without fail for each and every update that comes. Please make this a process! Also, warn all agents that they need to acknowledge each and every update shared on the group as well. Kindly confirm

Sent from my iPhone

On 14 Mar 2023, at 18:42, AMIR ABDUL. AZIZ <[email-masked]> wrote:

Hi Ma'am

The agent who did the mistake was Ali Hazza, He explained that he didn't see the update. The agents are complaining they are not getting enough time to go through the updates.
  As we are getting many updates from clients the update group has been cluttered.  I think we should arrange calls with the agents whenever we get an update and explain to them with examples which will let them understand the complete process. I try to discuss most of the recent updates with agents whenever on call for feedback. But it's gonna take more time for each agent. If we arrange a weekly meeting including all agents when they're available it will be effective. Will discuss with Syed and Malek regarding this.

Date    13 - 3
UAE LSM
Name    Audits  Fatal cases     Fatal%  client cmplts
Ali Adil        28      1       4
Ali Al hazzaa   28      2       7
Aws Adra        1       0       0
Jinana Parveen  3       0       0
Jok Kuol        1       0       0
Laith   5       0       0
KSA LSM
Name    Audits  Fatal cases     Fatal%  client cmplts
Ahmed alsharif
Mohammad Alhamzi
Taher Mohammed
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%  client cmplts
Dalal Alarawi
Deema Alowaid
Najwa Almrwani
Raghad Almatani
Total   66      3       5

Regards
Amir Aziz
________________________________
From: "Deeksha" <[email-masked]>
To: "AMIR ABDUL. AZIZ" <[email-masked]>
Cc: "Malek" <[email-masked]>, "Syed Ataullah" <[email-masked]>
Sent: Monday, March 13, 2023 5:44:36 PM
Subject: Re: Audit Report  March

who is that agent?
________________________________
From: AMIR ABDUL. AZIZ <[email-masked]>
Sent: Monday, March 13, 2023 5:32 PM
To: Deeksha Dadu <[email-masked]>
Cc: Malek <[email-masked]>; Syed Ataullah <[email-masked]>
Subject: Re: Audit Report March

Yes, I've spoken to the agents. Will issue the warning now. Also, there is a fatal case found today, where the agent did not follow latest update from the client. As he is off today will discuss and mention it tomorrow.

________________________________
From: "Deeksha" <[email-masked]>
To: "AMIR ABDUL. AZIZ" <[email-masked]>
Cc: "Malek" <[email-masked]>, "Syed Ataullah" <[email-masked]>
Sent: Monday, March 13, 2023 5:21:14 PM
Subject: Re: Audit Report  March

Thanks. number of fatal cases are extremely high! Have u spoken to all these agents? Please issue a a strict warning
________________________________
From: AMIR ABDUL. AZIZ <[email-masked]>
Sent: Monday, March 13, 2023 5:18 PM
To: Deeksha Dadu <[email-masked]>
Cc: Malek <[email-masked]>; Syed Ataullah <[email-masked]>
Subject: Re: Audit Report March

Hi Ma'am

Date    7,10&11 March
UAE LSM
Name    Audits  Fatal cases     Fatal%  client cmplts
Ali Adil        5       0       0
Ali Al hazzaa   5       0       0
Aws Adra        10      1       10
Jinana Parveen  14      1       7
Jok Kuol        8       1       13
Laith   2       0       0
KSA LSM
Name    Audits  Fatal cases     Fatal%  client cmplts
Ahmed alsharif  4       0
Mohammad Alhamzi
Taher Mohammed  4       1       25
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%  client cmplts
Dalal Alarawi   33      3       9
Deema Alowaid   28      3       11
Najwa Almrwani  10      1       10
Raghad Almatani 7       0       0
Total   130     11      8

Regards
Amir Aziz
________________________________
From: "Deeksha" <[email-masked]>
To: "AMIR ABDUL. AZIZ" <[email-masked]>
Cc: "Malek" <[email-masked]>, "Syed Ataullah" <[email-masked]>
Sent: Tuesday, March 7, 2023 7:04:58 PM
Subject: Re: Audit Report  March

thanks
________________________________
From: AMIR ABDUL. AZIZ <[email-masked]>
Sent: Tuesday, March 7, 2023 6:55 PM
To: Deeksha Dadu <[email-masked]>
Cc: Malek <[email-masked]>; Syed Ataullah <[email-masked]>
Subject: Re: Audit Report March

Hi Ma'am

Date    3-6-23
UAE LSM
Name    Audits  Fatal cases     Fatal%  client cmplts
Ali Adil
Ali Al hazzaa   1       0
Aws Adra
Jinana Parveen
Jok Kuol
Laith
KSA LSM
Name    Audits  Fatal cases     Fatal%  client cmplts
Ahmed alsharif
Dua Ali
Mohammad Alhamzi
Taher Mohammed  4       0
wasim Ismail    1       0
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%  client cmplts
Dalal Alarawi   3       1       33
Deema Alowaid   3       1       33
Najwa Almrwani  19      1       5
Raghad Almatani 25      2       8
Total   56      5       9
Regards
Amir Aziz
________________________________
From: "AMIR ABDUL. AZIZ" <[email-masked]>
To: "Deeksha" <[email-masked]>
Cc: "Malek" <[email-masked]>, "Syed Ataullah" <[email-masked]>
Sent: Monday, March 6, 2023 5:11:55 PM
Subject: Re: Audit Report  March

Hi Ma'am

Date    3&4- 3
UAE LSM
Name    Audits  Fatal cases     Fatal%  client cmplts
Ali Adil        8       0       0
Ali Al hazzaa   6       0       0
Aws Adra        3       0       0
Jinana Parveen  3       0       0
Jok Kuol        7       0       0
Laith   25      1       4
KSA LSM
Name    Audits  Fatal cases     Fatal%  client cmplts
Ahmed alsharif  8       0       0
Dua Ali 12      0       0
Mohammad Alhamzi        22      2       9
Taher Mohammed  4       1       25
wasim Ismail    11      0       0
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%  client cmplts
Dalal Alarawi   2       0       0
Deema Alowaid   0       0
Najwa Almrwani  4       1       25
Raghad Almatani 1       0       0
Total   116     5       4

Regards
Amir Aziz
________________________________
From: "AMIR ABDUL. AZIZ" <[email-masked]>
To: "Deeksha" <[email-masked]>
Cc: "Malek" <[email-masked]>, "Syed Ataullah" <[email-masked]>
Sent: Friday, March 3, 2023 3:17:57 PM
Subject: Re: Audit Report 27 feb

Hi Ma'am

Date    3-2
UAE LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ali Adil        1       1
Ali Al hazzaa
Aws Adra        23
Jinana Parveen  4       1
Jok Kuol        1
Laith   1
KSA LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ahmed alsharif
Dua Ali 20      1
Mohammad Alhamzi
Taher Mohammed
wasim Ismail    1       1
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%
client complaints
Dalal Alarawi
Deema Alowaid
Najwa Almrwani
Raghad Almatani
Total   51      4       8
Regards
Amir Aziz
________________________________
From: "AMIR ABDUL. AZIZ" <[email-masked]>
To: "Deeksha" <[email-masked]>
Cc: "Malek" <[email-masked]>, "Syed Ataullah" <[email-masked]>
Sent: Thursday, March 2, 2023 1:04:59 PM
Subject: Re: Audit Report 27 feb

Hi Ma'am

I've also started live monitoring the agents via screensharing on teams.

Date    3-1
UAE LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ali Adil
Ali Al hazzaa   1
Aws Adra                0
Jinana Parveen
Jok Kuol                0
Laith           0
KSA LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ahmed alsharif  20      2       10
Dua Ali
Mohammad Alhamzi
Taher Mohammed  22      1
wasim Ismail
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%
client complaints
Dalal Alarawi   4       2       50
Deema Alowaid   4       1       25
Najwa Almrwani  1
Raghad Almatani
Total   52      6       12

Regards
Amir Aziz

________________________________
From: "AMIR ABDUL. AZIZ" <[email-masked]>
To: "Deeksha" <[email-masked]>
Cc: "Malek" <[email-masked]>, "Syed Ataullah" <[email-masked]>
Sent: Wednesday, March 1, 2023 3:50:56 PM
Subject: Re: Audit Report 27 feb

Hi Ma'am
Date    2-28
UAE LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ali Adil
Ali Al hazzaa
Aws Adra        1       0
Jinana Parveen
Jok Kuol        3       0
Laith   20      0
KSA LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ahmed alsharif  16      1       6
Dua Ali 3                            1          1
Mohammad Alhamzi        2
Taher Mohammed  1
wasim Ismail    18
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%
client complaints
Dalal Alarawi
Deema Alowaid
Najwa Almrwani
Raghad Almatani
Total   64      1

Regards
Amir Aziz

________________________________
From: "Deeksha" <[email-masked]>
To: "AMIR ABDUL. AZIZ" <[email-masked]>
Sent: Tuesday, February 28, 2023 5:43:28 PM
Subject: Re: Audit Report 27 feb

Thanks Amir
________________________________
From: AMIR ABDUL. AZIZ <[email-masked]>
Sent: Tuesday, February 28, 2023 5:32 PM
To: Deeksha Dadu <[email-masked]>
Cc: Syed Ataullah <[email-masked]>; Malek <[email-masked]>
Subject: Re: Audit Report 27 feb

Hi Ma'am
Date    2-27
UAE LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ali Adil        25      1       4
Ali Al hazzaa   1       0       0
Aws Adra        1       0
Jinana Parveen  2       0
Jok Kuol
Laith   4       0
KSA LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ahmed alsharif
Dua Ali
Mohammad Alhamzi
Taher Mohammed
wasim Ismail
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%
client complaints
Dalal Alarawi
Deema Alowaid
Najwa Almrwani
Raghad Almatani
Total   33      1

Regards
Amir Aziz
________________________________
From: "AMIR ABDUL. AZIZ" <[email-masked]>
To: "Deeksha" <[email-masked]>
Cc: "Syed Ataullah" <[email-masked]>, "Malek" <[email-masked]>
Sent: Monday, February 27, 2023 6:46:03 PM
Subject: Re: Audit Report 24 feb

Hi Ma'am

There is client complaint regarding ticket property not selected correctly. As it was already updated to all of the agents we can either go with final warning or small deduction.

Regards
Amir Aziz

Date    2-25
UAE LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ali Adil        4       0               3
Ali Al hazzaa   4       1       25      2
Aws Adra        3       0               6
Jinana Parveen  21      0               4
Jok Kuol        23      0               3
Laith   4       0               7
KSA LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ahmed alsharif  5       1       20
Dua Ali 1       0       0
Mohammad Alhamzi        1       0       0
Taher Mohammed
wasim Ismail
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%
client complaints
Dalal Alarawi                   #DIV/0!
Deema Alowaid                   #DIV/0!
Najwa Almrwani                  #DIV/0!
Raghad Almatani                 #DIV/0!
Total   66      2
Regards
Amir

________________________________
From: "AMIR ABDUL. AZIZ" <[email-masked]>
To: "Deeksha" <[email-masked]>
Cc: "Syed Ataullah" <[email-masked]>, "Malek" <[email-masked]>
Sent: Saturday, February 25, 2023 4:07:42 PM
Subject: Re: Audit Report 24 feb

________________________________
From: "AMIR ABDUL. AZIZ" <[email-masked]>
To: "Deeksha" <[email-masked]>
Cc: "Syed Ataullah" <[email-masked]>, "Malek" <[email-masked]>
Sent: Saturday, February 25, 2023 4:07:11 PM
Subject: Re: Audit Report 23 feb

Hi ma'am

cases discussed with agents.

Date    2-24
UAE LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ali Adil
Ali Al hazzaa   4       0       0
Aws Adra
Jinana Parveen
Jok Kuol
Laith
KSA LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ahmed alsharif  5       1       20
Dua Ali 1       0       0
Mohammad Alhamzi        1       0       0
Taher Mohammed
wasim Ismail
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%
client complaints
Dalal Alarawi   9       1       11
Deema Alowaid   24      1       4
Najwa Almrwani  22      1       5
Raghad Almatani 9       0       0
Total   75      4

Regards
Amir
________________________________
From: "Deeksha" <[email-masked]>
To: "AMIR ABDUL. AZIZ" <[email-masked]>
Cc: "Syed Ataullah" <[email-masked]>, "Malek" <[email-masked]>
Sent: Friday, February 24, 2023 4:12:25 PM
Subject: Re: Audit Report 23 feb

Thank you Amir

Regards,
Deeksha

Sent from my iPhone

On 24 Feb 2023, at 16:10, AMIR ABDUL. AZIZ <[email-masked]> wrote:

Hi Ma'am

Cases discussed with Dalal and Raghad and clarified, As Deema is Off today will arrange the call next day
Date    2-23
UAE LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ali Adil
Ali Al hazzaa
Aws Adra        9       0
Jinana Parveen
Jok Kuol        1       0
Laith
KSA LSM
Name    Audits  Fatal cases     Fatal%
client complaints
Ahmed alsharif
Dua Ali
Mohammad Alhamzi
Taher Mohammed
wasim Ismail
KSA WFH Girls
Name    Audits  Fatal cases     Fatal%
client complaints
Dalal Alarawi   21      2       10
Deema Alowaid   3       1       33
Najwa Almrwani  4       0       0
Raghad Almatani 23      1       4
Total   61      4

Regards
Amir