Subject: Re: QA Audits
From: Saurabh Dadu <[email-masked]>
To: Jessie Caparas <[email-masked]>, Urvika Chaudhary <[email-masked]>, Seeta Seeta <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Mon, 30 Sep 2019 08:28:37 +0000

Dear Jessie,

I would give you a new timeline shortly.

As you can see within last week we've had a surge in unresolved cases last week, which was not expected. We've had team working 14 hour long days and we are trying to make several structural changes on how we handle support.

Urvika is currently busy training new hires, we have to have Chat running, and we have to scale up for the WW sale. While we understand you did talk about the QA process, which I 100% agree is required urgently, we will need some time to get to it.

I will discuss with the team today and come back to you with a timeline.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Jessie Caparas <[email-masked]>
Sent: 30 September 2019 1:50 PM
To: Saurabh Dadu <[email-masked]>; Urvika Chaudhary <[email-masked]>; Seeta Seeta <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Escalations Dxbteam <[email-masked]>
Subject: RE: QA Audits

Hi Saurabh,

Give us a time line about streamlining the process and pushing the productivity.

This was discussed about 2 weeks back and since this needs to be postponed, we should have been informed beforehand.

Moving forward, let’s ensure the team is able to commit on the agreed timeline and if not, we should be informed.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Saurabh Dadu [mailto:[email-masked]]
Sent: Monday, September 30, 2019 11:08 AM
To: Jessie Caparas <[email-masked]>; Urvika Chaudhary <[email-masked]>; Seeta Seeta <[email-masked]>; Abdullah <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Escalations Dxbteam <[email-masked]>
Subject: Re: QA Audits

External email sender, please take precaution.

Hi Jessie,

Thanks for your email. I will discuss with the team and reply back.

For now - we are currently focusing on larger problems at hand which is streamlining the processes, and pushing productivity,  once we get the queues in control, we will focus on QA assignment.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: 30 September 2019 12:36 PM
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Abdullah <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: QA Audits

Hi Urvika/Seeta,

Any update on the below?

We were supposed to receive this on Saturday and do a session today.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Jessie Caparas
Sent: Wednesday, September 18, 2019 11:24 AM
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Abdullah <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: QA Audits
Importance: High

Hi Seeta/Urvika,

As discussed, we will start with the audits from Sunday (September 22).

Please do brief Abdulla once he is back on Friday. He will be responsible for auditing Arabic emails and chats later on. Seeta will be responsible in auditing English chats and emails as well.

As agreed, we only need 2 audits per day for each agent. The data should be sent to us by the end of the week for us to do our weekly calibration every Monday (12pm Dubai time).

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

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