Subject: Fwd: 2nd, 3rd & 4th EOD QA report
From: Rosette Modiri <[email-masked]>
To: [email-masked], [email-masked]
Date: Wed, 8 Jul 2020 02:19:24 -0700 (MST)

Hi Ma'am, 

PFB the quality feedback shared by Sara. 

Regards, 
Rosette 

From: "Rosette Modiri" <[email-masked]> 
To: "Asad" <[email-masked]> 
Cc: "Sara Abdullatef" <[email-masked]>, "Amir Julkarnain" <[email-masked]>, "ekta" <[email-masked]>, "Rodina Magdy" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Sent: Tuesday, 7 July, 2020 11:58:03 
Subject: Re: 2nd, 3rd & 4th EOD QA report 

Hi Asad, 

We reviewed the incidents with Tijo and provided the feedback to him as well. 

Henceforth, the agent will be more attentive. 

Thanks. 

Regards, 
Rosette 

From: "Asad" <[email-masked]> 
To: "Sara Abdullatef" <[email-masked]>, "Amir Julkarnain" <[email-masked]>, "ekta" <[email-masked]>, "Rodina Magdy" <[email-masked]>, "Rosette Modiri" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Sent: Sunday, 5 July, 2020 11:36:30 
Subject: Re: 2nd, 3rd & 4th EOD QA report 

Big concerns with Tijo. Are these issues addressed already? Please inform the agent any further mistakes may result in suspension and further training unless he is able to maintain the quality standards. 

Kind Regards, 

Asad Pirzada 
Chief Operations Officer 

M +971 504 09 5386 
E [ mailto:[email-masked] | [email-masked] ] 

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE 

[ https://www.instagram.com/mumzworldcom/ ] [ https://www.facebook.com/mumzworld ] [ https://www.youtube.com/user/MumZworld ] [ https://www.snapchat.com/add/mumzworld.com ] [ https://twitter.com/mumzworld ] 

[ https://www.mumzworld.com/en/ ] 

[ https://www.mumzworld.com/en/media-and-press ] 

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From: Sara Abdullatef <[email-masked]> 
Date: Saturday, 4 July 2020 at 10:48 AM 
To: Asad <[email-masked]>, Amir Julkarnain <[email-masked]>, Ekta Jesswani <[email-masked]>, Rodina Magdy <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]> 
Subject: 2nd, 3rd & 4th EOD QA report 

Dear All, 

I would like to praIse Rukaya, Hanaa, for amazing QA; they have perfect knowledge; ownership and following quality attributes 

also Chris for giving a perfect example on how we educate CST with professionalism 

agent Ankit for quick improvement 

'' thank you team; you make it worth it '' 

please leaders cascade to all agents to add in an internal note what is the department they have confirmed the CST they have contacted; so many cases agent just handle cst by saying we have contacted the correct dep yet no action has been taken as the original ticket is closed already; false promise and misleading CST; and again agent need to check for duplicate and attach an internal fw note with the IN# and leave a note in the original ticket for the other agent to few; if CST is being properly updated they will stop sending emails 
Ex: Agent Ashutosh 1166253 original ticket # [ https://mumzworldhelp.zendesk.com/agent/tickets/857502 | #857502 ] 

new ticket 1131113 as cst has not been properly updated all the CST need is how to see and use voucher 

1164499 agent Chris 

an excellent example on very good CST education and fw agent wonderfully educated cst that we have received your emails and we are working to resolve your issue so cst can just stop sending mails and right after updated CST with a separate detailed email with what happened on her order and further update; my only comment that he did not add an internal note with the last mile created 1158374 

1168747 agent tijo 

2nd case why that company is losing money due to poor knowledge and follow up 

cst returned a damaged item received a GC purchased the same item good one this time; then asked why I received the GC amount to my bank account; that means that she got the item for free 

1168143 agent Tijo 

fatal mistake; agent should never refer cst to external links; cst purchased from us not directly from the vendor; by that scenario, we are asking cst to go directly to vendors; we are losing csts 

Agent Antik 1149099 
Amazing improvement after my meeting with urvika and rosette agent followed the process; very good soft/communication skills; Noticeable change; thank you, leaders 

1148076 agent Chris 

cst asking about a delayed shipment; agent confirmed to cst that he has contacted a higher dep to expedite delivery; agent didn't contact any dep; this is a fatal mistake unfortunately false promise to cst; as cst didn't get any proper update and kept sending emails on 27th agent Hyacinth Joyce Alvarado received a call from CST and this is the only agent who took the correct action and created courier fw in#1153409 

and yesterday agent Ashutosh confirmed delivery in a diff incident IN# 1153058 

Agent Ashotou 1158696 

please coach agent to avoid robotic replies; for example, i updated CST and he/she replied back i should never use the same intro instead i thank CST for replying back and using 
''Believe this email finds you well!! '' is not a good intro .. here is an example of a professional reply 

Dear Nuha, 

Thank you for replying back 

Your patience while resolving this issue was highly appreciated 

Kindly note that after further checking on your order# 600899370 you order now has been delivered Please do not hesitate to contact us for further assistance on [ https://www.mumzworld.com/ar/contact-us/ | https://www.mumzworld.com/ar/contact-us/ ] 

'' short, informative and to the point'' 

1168908 agent tijo 

cst just placed an order and wants to know when it will be delivered; agent respond unfortunately is not informative at all; the simple the answer would be that KSA orders take 10-14 days 9 lines in the email just on apologizing and handling cst which cst didn't even need to be handled; he needed a useful piece of info in professional reply; such reply will open the window for more emails FCR not met 

Kind Regards, 

Sara Abdullatef 

Quality Assurance Specialist 

P + 0201126273810 

Whatsapp + 0201126273810 

E [ mailto:[email-masked] | [email-masked]

 ] 

Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail