Subject: Re: QA Report for Meeting
From: Worchuirin M <[email-masked]>
To: Brian Sexton <[email-masked]>, Team Lead <[email-masked]>
Cc: saurabh <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Thu, 7 Nov 2019 06:43:54 -0700 (MST)

Hi All, 

Here is a brief summary of the call we had today with Brian at 17:00 (IST). 

Attendees from Limerick: Brian 
Attendees from India : Sankarshan,Kritika and Mike. 

Agenda items: Quality Report 

Brian raised the concern for spike on error and auto-fail recently. 

* Guarantee claim related cases: Brian advised to informed the team to ensure everyone is up to date with the wrong ticket and rag process in OLS as QA team is auditing cases majorly related to guarantee claim related issues. 

* Agent did not investigate the case correctly resulting in the wrong resolution & Agent contacted the customer but did not resolve the case when required : Brian mentioned that these 2 errors contributed mainly in bringing down the team score. He wants everyone to focus on them and stop making mistakes on these errors going forward. 

* Auto Fail: Brian mentioned the auto-fail error affects the overall team quality score drastically and asked pay extra attention on every case and make sure we are not committing any mistake on these at any cost henceforth. 

Old cases: Sankarshan informed that agents are also getting many errors for cases which they worked months back and most of the updates were not provided then. 

We reviewed errors for Monish,Siddharth,Shubham and Aswani and most of the errors were because of carelessness or not reading the complete case history so Brian advised to have a team huddle and ensure that we stop making any silly mistakes from now on. 

We assured that we will have a team huddle and will make sure to ensure that quality should be topmost priority and show improvement. 

Kind Regards, 
M.Worchuirin 

From: "Brian Sexton" <[email-masked]> 
To: "Sankarshan" <[email-masked]>, "Kritika Mirchandani" <[email-masked]>, "Worchuirin" <[email-masked]> 
Sent: Thursday, 7 November, 2019 15:07:31 
Subject: QA Report for Meeting 

Hi all, 

We will have a meeting today, please see attached the report we will be discussing, the report is made up of audits from Nov 1-6. We will discuss cases where agents did not resolve the case when required or when they gave incorrect resolution. I will share screen during the meeting so we can see the cases. 

[ mailto:[email-masked] | @Sankarshan Rajan ] please schedule a time, any time before 7pm India time is fine 

Kind regards, 

Brian Sexton 

Team Leader India