Subject: Re: Audit Report March
From: "AMIR ABDUL. AZIZ" <[email-masked]>
To: Deeksha <[email-masked]>
Cc: Syed Ataullah <[email-masked]>, Malek <[email-masked]>
Date: Fri, 7 Apr 2023 03:58:48 -0700 (MST)

Hi Ma'am 

Date 	April 6 			
UAE LSM 				
Name 	Audits 	Fatal cases 	Fatal% 	client cmplts 
Ali Adil 	7 	1 	14 	
Ali Al hazzaa 	4 	0 	0 	
Aws Adra 	6 	1 	17 	
Jinana Parveen 	4 	2 	50 	
Jok Kuol 	1 	0 	0 	
Laith 	11 	2 	18 	
				
KSA LSM 				
Name 	Audits 	Fatal cases 	Fatal% 	client cmplts 
Ahmed alsharif 	1 	0 	0 	
Mohammad Alhamzi 	2 	1 	50 	
Taher Mohammed 	34 	4 	12 	

KSA WFH Girls 				
Name 	Audits 	Fatal cases 	Fatal% 	client cmplts 
Dalal Alarawi 	7 	2 	29 	
Deema Alowaid 	2 	1 	50 	
Najwa Almrwani 	16 	3 	19 	
Raghad Almatani 	3 	1 	33 	
				
Total 	98 	18 	18 

Satisfaction Survey - Dissatisfied Tickets 
Date 	Ticket 	Agent 	Agent Mistake 	Notes 
3-24-23 	5902358 	Nikhil Tiwari 	No 	Cx is unhappy that his desired product out of stock. instructed the agent not to resolve such cases. 
3-24-23 	5856030 	Najwa 	No 	Agent kept tikcet on waiting cx for more details, it was resolved automatically 
3-24-23 	5828995 	Dalal 	No 	Agent kept tikcet on waiting cx for more details, it was resolved automatically 
3-24-23 	5868234 	Deema 	No 	Agent kept tikcet on waiting cx for more details, it was resolved automatically 
3-24-23 	5865531 	Dalal 	No 	Hamza resolved the tkt 
3-24-23 	5896780 	Najwa 	Yes 	This cx issue was already going on. agent asked again for the order details. 
3-24-23 	5828974 	Raghad 	Yes 	Agent supposed to close the tkt, but resolved as per hamza's instruction 
3-24-23 	5902625 	Raghad 	No 	Agent kept tikcet on waiting cx for more details, it was resolved automatically 
4-7-23 	5946057 	Dalal 	No 	Agent kept tikcet on waiting cx for more details, it was resolved automatically 

Regards 
Amir Aziz 

From: "AMIR ABDUL. AZIZ" <[email-masked]> 
To: "Deeksha" <[email-masked]> 
Cc: "Syed Ataullah" <[email-masked]>, "Malek" <[email-masked]> 
Sent: Wednesday, March 22, 2023 6:31:07 PM 
Subject: Re: Audit Report March 

Hi Ma'am. 

Date 	16,18,20,21March 			
UAE LSM 				
Name 	Audits 	Fatal cases 	Fatal% 	client cmplts 
Ali Adil 				
Ali Al hazzaa 				
Aws Adra 				
Jinana Parveen 				
Jok Kuol 				
Laith 	3 	0 	0 	
				
KSA LSM 				
Name 	Audits 	Fatal cases 	Fatal% 	client cmplts 
Ahmed alsharif 	18 	1 	6 	
Mohammad Alhamzi 	28 	0 	0 	
Taher Mohammed 	25 	1 	4 	

KSA WFH Girls 				
Name 	Audits 	Fatal cases 	Fatal% 	client cmplts 
Dalal Alarawi 	2 	0 	0 	
Deema Alowaid 	3 	0 	0 	
Najwa Almrwani 	2 	0 	0 	
Raghad Almatani 	1 	0 	0 	
				
Total 	82 	2 	2 	

Regards 
Amir Aziz 

From: "AMIR ABDUL. AZIZ" <[email-masked]> 
To: "Deeksha" <[email-masked]> 
Cc: "Syed Ataullah" <[email-masked]>, "Malek" <[email-masked]> 
Sent: Thursday, March 16, 2023 6:25:36 PM 
Subject: Re: Audit Report March 

Hi Ma'am. 

Date 	14,15 March 			
UAE LSM 				
Name 	Audits 	Fatal cases 	Fatal% 	client cmplts 
Ali Adil 	2 	0 	0 	
Ali Al hazzaa 	1 	0 	0 	
Aws Adra 	17 	1 	6 	
Jinana Parveen 	24 	0 	0 	
Jok Kuol 	1 	0 	0 	
Laith 	31 	1 	3 	
				
KSA LSM 				
Name 	Audits 	Fatal cases 	Fatal% 	client cmplts 
Ahmed alsharif 	3 	0 		
Mohammad Alhamzi 				
Taher Mohammed 				

KSA WFH Girls 				
Name 	Audits 	Fatal cases 	Fatal% 	client cmplts 
Dalal Alarawi 				
Deema Alowaid 				
Najwa Almrwani 				
Raghad Almatani 				
				
Total 	79 	2 	3 

Regards 
Amir Aziz 

From: "Malek" <[email-masked]> 
To: "Deeksha" <[email-masked]> 
Cc: "AMIR" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Tuesday, March 14, 2023 8:08:39 PM 
Subject: Re: Audit Report March 

Hi Ma'am. 

Noted and same will be followed for all received update. Will also inform the agents to acknowledge all update posted. 

Regards. 
Malek. 

From: "Deeksha" <[email-masked]> 
To: "AMIR" <[email-masked]> 
Cc: "Malek" <[email-masked]>, "syed ataullah" <[email-masked]> 
Sent: Tuesday, March 14, 2023 8:00:31 PM 
Subject: Re: Audit Report March 

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: 

BQ_BEGIN

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 

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

BQ_END

BQ_BEGIN

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 		

BQ_END

BQ_END