Subject: Auto Fail categories (quality) Worst case scenario
From: Worchuirin M <[email-masked]>
To: Becho Davy Jaures <[email-masked]>, Matondo Blessing <[email-masked]>, "Kalimasi Akonga, Marvin" <[email-masked]>, Malobika Purkayastha <[email-masked]>, Ritesh Sinha <[email-masked]>, Sarav Mitar <[email-masked]>, "Dionisio Tomas Pedro, Cruz. Cruz" <[email-masked]>, eduardo Filipe Fernanadez <[email-masked]>, Nitesh Kumar <[email-masked]>, Priyanka Girdhar <[email-masked]>, Pravesh Singh <[email-masked]>, Ravi <[email-masked]>, Butila Sasi Yanni
Cc: Anurag Pradhan <[email-masked]>, Sankarshan <[email-masked]>
Date: Wed, 9 Oct 2019 10:45:49 -0700 (MST)

Hi all, 

Please see below Auto Fail categories: 

-Answering an email where a customer has sent one email with multiple questions and each question is addressed with separate emails 
-Case (emails/calls) and escalations where work items are wrapped up without taking any action 
-Communication with a customer via call or email in an unprofessional manner. 
-Sending a customer a response in the incorrect language, or sending a response to the customer which is totally unrelated to the query 
-Sending one of our investigation blurbs to the customer then wrapping up the case 
-Critical - Requires Immediate Action. 

FYI: These are the worst errors which drastically bring down our team’s Avg. Quality Score more than any others. 

Here is the definition for an auto-fail in a Quality Audit: 

    * For the purpose of auditing all of you will start with a 100% quality score on the contact, any errors you make cause deductions in this score. 
    * For instance you starts with 100%, and make two mistakes: 100% - 7% - 21% = 72% quality score. Anyone who gets less than 80% on a contact has failed (Red flag). 
    * A contact is defined as the call/email + case note + exiting of the case (wrap up, follow up, escalation). 
Please pay extra attention on every case and make sure we are not committing any mistake on these at any cost henceforth. 

Feel free to revert if you any doubts? 

Kind Regards, 
M.Worchuirin