Subject: QA Report for Meeting - Audits conducted Nov 7-13
From: Anurag Pradhan <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Team Lead <[email-masked]>, Saurabh <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Thu, 14 Nov 2019 15:36:51 -0700 (MST)

Hi Brian, 

The agents from the night shift has been coached and I have updated this on the coaching session folder . 

MATONDO.BLESSING 	17792586 	42468978 	Agent did not investigate the case correctly resulting in the wrong resolution 	Agent did not call when required to trouble shoot buyer issue. 	Agent has been coached. 
NATHAN.MBWATA 	17787331 	42454668 	Agent contacted the customer but did not resolve the case when required 	Case was critical and Requires Immediate Action however agent just reassure and closed the case. Agent should have flagged to TL or escalate to SS queue. 	Agent has been coached. 

Regards, 
Anurag . 

From: "Worchuirin" <[email-masked]> 
To: "Team Lead" <[email-masked]> 
Cc: "Brian Sexton" <[email-masked]>, "Saurabh" <[email-masked]>, "Deeksha Dadu" <[email-masked]> 
Sent: Thursday, 14 November, 2019 20:38:29 
Subject: Fwd: QA Report for Meeting - Audits conducted Nov 7-13 

Hi all, 

Here is a brief summary of the call we had today with Brian at 18:30 (IST). 

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

Agenda items: Refresher course and Quality Report 

Brian started the call and asked if everyone has completed the refresher course? We informed some agents completed already and will ensure everyone completes them as soon as possible. 

We reviewed few cases from the quality report from 07/11/2019-13/11/2019: 

Here is the summary of the audit review: 

UserName 	WorkItemID 	NoteID 	Error Type 	Review Notes 	Action 
akansha.kwatra 	17765527 	42458085 	Agent did not address all of the customer's queries 	Buyer claims received wrong tickets and was disputing the prices difference. Agent investigated properly and answered all the queries. 	Brian advised to contest 
ALESSANDRO.GIANNA 	17782643 	42419446 	Case Note was incomplete or unclear 	Agent was marked down as he used acronym on his case notes 	Feed back provided to agent 
POONAM.POONAM 	17782643 	42421061 	Case Note was incomplete or unclear 	Agent committed multiple mistakes,copy pasted previous case notes and mentioned full name on the case notes 	Agent has been coached 
GILLBRINNE.MOKE 	17782120 	42441163 	Case escalated to the wrong department and therefore delaying resolution 	Agent should have followed wrong ticket process or flagged to TL instead of escalating to SS queue 	Kritika will coach the agent tomorrow 
SUNNY.MUNDRIYA 	17785639 	42457825 	Guarantee Claim Wrong Ticket received process not followed 	Buyer received wrong tickets and requested full refund however agent ask if seller can fulfil with correct tickets instead of confirming sale has been cancelled. 	Kritika will coach the agent tomorrow 
NEHA.SAGAR 	17775033 	42424217 	Agent attempted to call the customer or answered an inbound call and exited the case without sending a resolution or summary by email 	Agent attempted to call but wrap up the case without taking ownership. 	Agent has been coached 
MATONDO.BLESSING 	17792586 	42468978 	Agent did not investigate the case correctly resulting in the wrong resolution 	Agent did not call when required to trouble shoot buyer issue. 	Anurag will coach the agent tonight. 
NATHAN.MBWATA 	17787331 	42454668 	Agent contacted the customer but did not resolve the case when required 	Case was critical and Requires Immediate Action however agent just reassure and closed the case. Agent should have flagged to TL or escalate to SS queue. 	Anurag will coach the agent tonight. 
ASHWANI.PANICKER 	17775087 	42424097 	Agent did not select the most appropriate blurb to answer the query which then resulted in further questions 	Agent was marked down twice on this case but agent send the correct blurb.The only mistakes agent commit ed here was not calling the buyer even though buyer has multiple contacts 	Agent has been coached 

Kind Regards, 
M.Worchuirin 

From: "Brian Sexton" <[email-masked]> 
To: "Sankarshan" <[email-masked]>, "Worchuirin" <[email-masked]>, "Kritika Mirchandani" <[email-masked]> 
Sent: Thursday, 14 November, 2019 17:04:32 
Subject: RE: QA Report for Meeting - Audits conducted Nov 7-13 

Please see attached report for Contacts from Nov 7-13 

From: Brian Sexton 
Sent: Thursday 14 November 2019 09:14 
To: Sankarshan Rajan <[email-masked]>; Worchuirin M <[email-masked]>; Kritika Mirchandani <[email-masked]> 
Subject: QA Report for Meeting - Audits conducted Nov 7-13 

Hi all, 

Please see attached the report we will be using for our meeting later today. 

[ mailto:[email-masked] | @Sankarshan Rajan ] please arrange a time between 18:30-20:00 

Kind regards, 

Brian Sexton 

Team Leader India