Subject: auto fail
From: Siddharth Taneja <[email-masked]>
To: "Pravesh Singh" <[email-masked]>
Date: Wed, 18 Dec 2019 03:07:42 -0700 (MST)

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).