Subject: Re: Quality Audit Report
From: Virat Joshi <[email-masked]>
To: Kunal Rastogi <[email-masked]>, Poonam Chawla <[email-masked]>, Caleb Lundinga Lodi <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Date: Wed, 10 Oct 2018 10:32:23 +0000

Hi Team ,

we will be changing the qualifier as advised by Saurabh today . Please ensure every time some is failing an audit a detailed remark is left on your sheet for the team leads to provide feedback .

Also , We need to escalate the number of audits being done in a day - please get back to me with a average suitable number that you guys can achieve everyday ?

Thanks

________________________________
From: Kunal Rastogi <[email-masked]>
Sent: 09 October 2018 17:12:05
To: Virat Joshi
Cc: Poonam Chawla; Caleb Lundinga Lodi
Subject: Quality Audit Report

Hi Viraat,

After closing 415 Quality audits, our analysis conclude the following working areas for our team.

1- Was the CIAN note complete and accurate ?
NO - 137/415 - 33% failed

2- Did the agent re-categorise the email where needed ? (Language and/or Subject)
NO - 107/415 - 26% failed

3- Has the agent answered the query in full ?
NO - 88/415 - 21% failed

4- Did the agent followed the correct process,blurb to resolve the customer query ?
NO - 81/415 - 19% failed

5- Was the case correctly wrapped up / followed up / escalated ?
NO - 38/415 - 9% failed

6- Has the agent taken ownership ?
NO - 25/415 - 6% failed

7- Did the answer relate to the query ?
NO - 17/415 - 4% failed

Regards
Kunal Rastogi