Subject: Fwd: [Audit Red Flag] - TID 15819361 - Ownership - Rajat Bhardwaj
From: Viraat Joshi <[email-masked]>
To: kritika <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Date: Tue, 20 Mar 2018 11:45:01 +0530 (IST)

Hi, 

Please provide feedback to the agent and revert back . Kindly do this today itself. 

Thanks 

From: "Brian Sexton" <[email-masked]> 
To: "Urvika Chaudhary" <[email-masked]>, "Viraat Joshi" <[email-masked]> 
Cc: "Maiwenn Gouthe" <[email-masked]>, "robert cosgrove" <[email-masked]> 
Sent: Monday, 19 March, 2018 21:35:26 
Subject: FW: [Audit Red Flag] - TID 15819361 - Ownership - Rajat Bhardwaj 

Hi Urvika & Viraat, 

Can the coaching session for Rajat please be completed? 

Let me know when it’s done. 

Kind regards, 

Brian 

From: Jana Garbe 
Sent: Monday 19 March 2018 16:01 
To: Robert Cosgrove <[email-masked]>; Brian Sexton <[email-masked]> 
Cc: Maiwenn Gouthe <[email-masked]> 
Subject: [Audit Red Flag] - TID 15819361 - Ownership - Rajat Bhardwaj 
Importance: High 

Hi Robert and Brian, 

I have come across a red flag for Rajat for not taking ownership. Agent wrapped up the case without taking action. 

Ownership : Agent escalated the case to normal, when the query should have been answered by agent (buyer seeks tickets. Agent escalated to normal twice and did not leave description as to why. Case came back to him and was then resolved, however case should not have been escalated in the first place. 

Kind regards, 

Jana Garbe 

Quality Specialist 

Quality, Training & Content