CALIDAD INTERNA - KELLY

22 Ju1 - 27 Jul

W30

KELLY'S TEAM

LATAM

SPAIN

85%

OVERALL SCORE

80%

DSAT

9%

Case Data

14%

P. Adherence

10%

Interaction Quality

IMPACT

84%

OVERALL SCORE

85%

Micromobility

TOP PERFORMERS

UPGRADE:Interaction Quality

9%

Interaction Quality

18%

P. Adherence

18%

Case Data

IMPACT

OUTLIERS

UPGRADE:Interaction quality

15 Ju1 - 21 Jul

W29

KELLY'S TEAM

82%

OVERALL SCORE

23%

Interaction Quality

10%

P. Adherence

6%

Case Data

IMPACT

91.5%

OVERALL SCORE

78%

DSAT

6%

Case Data

13%

P. Adherence

30%

Interaction Quality

IMPACT

LATAM

SPAIN

TOP PERFORMERS

UPGRADE:Case DataProcess Adherence

OUTLIERS

MARKDOWN: Bolt BrandCustomer Care

MARKDOWN:Bolt BrandCustomer Care

91%

UPGRADE:Case DataProcess Adherence

Micromobility

08 Ju1 - 14 Jul

W28

KELLY'S TEAM

75%

OVERALL SCORE

40%

Interaction Quality

60%

P. Adherence

10%

Case Data

IMPACT

91.6%

OVERALL SCORE

80%

DSAT

6%

Case Data

25%

P. Adherence

19%

Interaction Quality

IMPACT

LATAM

SPAIN

TOP PERFORMERS

UPGRADE:Case DataProcess Adherence

MARKDOWN: MirorringWrong statusMissing question

OUTLIERS

MARKDOWN:Customer CareStructureMissing question

76%

UPGRADE:Case DataProcess Adherence

Micromobility

01 Ju1 - 07 Jul

W27

KELLY'S TEAM

81%

OVERALL SCORE

25%

Interaction Quality

81%

P. Adherence

81%

Case Data

IMPACT

90%

OVERALL SCORE

80%

DSAT

13%

Case Data

32%

P. Adherence

16%

Interaction Quality

IMPACT

LATAM

SPAIN

TOP PERFORMERS

OUTLIERS

UPGRADE:Customer Care

MARKDOWN:Information AcurracyCase Data

MARKDOWN:Information AcurracyCase Data (NH)

UPGRADE:Customer Care

24 Jun - 30 Jun

W26

KELLY'S TEAM

85%

PreviousWeek

62%

PreviousWeek

0%

PreviousWeek

10%

PreviousWeek

Case Data

5%

P. Adherence

Interaction Quality

23%

23%

Overall QA

89%

IMPACT

TOP PERFORMERS

ALEJANDRA GARCIAALBERTO LOPEZYULIANA YAYA

UPGRADE:Interaction QualityCase Data

MARKDOWN:Process Adherence(Ask question - Info provided)

80%

PreviousWeek

78%

LatAm - CSAT

ROOT CAUSE // IMPACT:Policy - 85.56%CSAT Survey - 3.33%Product - 0%

Issues:My account is blocked unfairlyI lost a personal itemI lost my phone

OUTLIERS:Jorge EscobarSebastian RozoPiedad Martinez

Agent Related - 8.89%Solution ExplanationWillingness to help

17 Jun - 23 Jun

W25

KELLY'S TEAM

90%

PreviousWeek

25%

PreviousWeek

5%

PreviousWeek

0%

PreviousWeek

Case Data

10%

P. Adherence

Interaction Quality

0%

62%

Overall QA

85%

IMPACT

TOP PERFORMERS

ROBERTO CEBALLOSPIEDAD MARTINEZ

UPGRADE:Process Adherence

MARKDOWN:Intereaction Quality (Estructure)

80%

PreviousWeek

81%

LatAm - CSAT

ROOT CAUSE // IMPACT:Policy - 57.83%CSAT Survey - 4.82%Product - 1.20%

Issues:My account is blocked unfairlyI lost a personal itemI lost my phone

OUTLIERS:Kerlys OliverosSebastian RozoYuliana YayaAlberto LopezYan RiverosJorge Escobar

Agent Related - 19.28%Solution ExplanationWillingness to help

27 May - 02 Jun

W22

KELLY'S TEAM

88%

PreviousWeek

17%

PreviousWeek

27%

PreviousWeek

15%

PreviousWeek

Case Data

7.5%

P. Adherence

Interaction Quality

40.5%

22.5%

Overall QA

84%

IMPACT

TOP PERFORMERS

ROBERTO CEBALLOSMAIDETH MARCHENA

UPGRADE:Case Data

MARKDOWN:Incorrect or Missing InfoMissing Admin comment

OUTLIERS:Nolasco Conrado68.42%Gabriel Palencia73.33%

77%

PreviousWeek

76.74%

LatAm - CSAT

ROOT CAUSE // IMPACT:Policy - 34.83%CSAT Survey - 28.09%Product - 21.35%

OUTLIERS:Nolasco ConradoLuis CharrisAlberto Lopez

Agent Related - 14.61%Solution ExplanationWillingness to help

20 May - 26 May

W21

KELLY'S TEAM

87%

PreviousWeek

37%

PreviousWeek

21%

PreviousWeek

29%

PreviousWeek

Case Data

15.0%

P. Adherence

Interaction Quality

27.5%

17.5%

Overall QA

88%

IMPACT

TOP PERFORMERS

AKIRA AREVALOROBERTO CEBALLOSDAYANNA SAJONA

UPGRADE:Interaction QualityCase Data

MARKDOWN:Information Accuracy 7 errors

OUTLIERS:Nolasco Conrado84.93%Gabriel Palencia79.45%

77%

PreviousWeek

77%

LatAm - CSAT

ROOT CAUSE // IMPACT:Policy - 33.04%CSAT Survey - 33.04%Product - 17.86%Agent Related - 16.07%

OUTLIERS:Nolasco ConradoWendy LascarroJoaquin Florez

13 May - 19 May

W20

KELLY'S TEAM

83%

PreviousWeek

41%

PreviousWeek

41%

PreviousWeek

5%

PreviousWeek

Case Data

28.9%

Action

Bolt Brand

21.0%

36.8%

Overall QA

87%

IMPACT

TOP PERFORMERS

AKIRA AREVALOROBERTO CEBALLOS

UPGRADE:Information Accuracy - 7 errors decreased

MARKDOWN:Case Data- 9 errors increased

OUTLIERS:Stefania Simmonds63.16%Maria Moreno66.67%Andrea Lara67.57%Carlos Diaz 65.91%

ROOT CAUSE:Policy - 41%No reason - 29%Agent Related - 17%Product - 12%Process - 1%

77%

PreviousWeek

77%

LatAm - CSAT

OUTLIERS:Gabriel Palencia.Daniel GuzmanNolasco Conrado

W 19 -

KELLY'S TEAM

06 May - 12 May

I M P A C T

QualityT e a m

Action: - Coachings.- Feedbacks.- Updates.

AMPLIAR

W 16 -

KELLY'S TEAM

15 Apr - 21 Apr

I M P A C T

QualityT e a m

Quality L A T A M

AMPLIAR

Action: - Corrección de macros.- Feedbacks.- Updates.

W 15 -

KELLY'S TEAM

18Apr - 14 Apr

I M P A C T

QualityT e a m

Quality L A T A M

AMPLIAR

Action: - Corrección de macros.- Feedbacks.- Updates.

W 14 -

KELLY'S TEAM

01 Apr - 07 Apr

Team I M P A C T

Internal Q U A L I T Y

95%97%90%

AMPLIAR

Action: - Corrección de macros.- Feedbacks.- Updates.

W13 -

KELLY'S TEAM

25 Mar - 31 Mar

Team I M P A C T

Internal Q U A L I T Y

95%95%88%

95%97%90%

Action: - Corrección de macros.- Feedbacks.- Updates.

AMPLIAR

W12 -

KELLY'S TEAM

18 Mar - 24 Mar

Team I M P A C T

Internal Q U A L I T Y

95%98%90%

95%95%88%

Action: - Corrección de macros.- Feedbacks.- Updates.

AMPLIAR

W11 -

KELLY'S TEAM

11 Mar - 17 Mar

Team I M P A C T

Internal Q U A L I T Y

93%98%89%

95%98%90%

Action: - Corrección de macros.- Feedbacks.- Updates.

AMPLIAR

W10 -

KELLY'S TEAM

04 Mar - 10 Mar

Team I M P A C T

Internal Q U A L I T Y

91%97%89%

93%98%89%

Action: - Coaching a NH.- Corrección de macros.- Feedbacks.- Video, pre-auth process.- Updates.

AMPLIAR

W09 -

KELLY'S TEAM

26 Feb - 03 Mar

Team I M P A C T

Internal Q U A L I T Y

93%93%88%

91%97%89%

Action: - Coaching a NH.- Corrección de macros.- Feedbacks.- Video, pre-auth process.- Updates.

AMPLIAR

KELLY'S TEAM

Team I M P A C T

W08 - 93%

94%96%99%

19 Febrero - 25 Febrero

Internal Q U A L I T Y

93%93%88%

Action: - Updates. - Debemos tener en cuenta que debido al aumento del Backlog WF no permitió hacer coahing.- También me encontraba ayudando a los nuevo SC a hacer empalme con los procesos del mercado.

AMPLIAR

KELLY'S TEAM

Team I M P A C T

W07 - 95%

96%97%87%

12 Febrero - 18 Febrero

Internal Q U A L I T Y

94%96%99%

Action: - Updates. - Debemos tener en cuenta que debido al aumento del Backlog WF no permitió hacer coahing.- También me encontraba ayudando a los nuevo SC a hacer empalme con los procesos del mercado.

AMPLIAR

W06 - 94.76%

KELLY'S TEAM

05 Febrero - 11 Febrero

Team I M P A C T

96%97%87%

Internal Q U A L I T Y

93%95%87%

Action Taken:Updates.Reminders sobre algunos procesos y para mejorar el CD.

AMPLIAR

KELLY'S TEAM

29 Enero – 04 Febrero

RH -LatamI M P A C T

W05 97.71%

92%99%87%

AMPLIAR

96%97%87%

LatamC S A T

Action Taken:Coaching SBS Outlier.Updates.Reminders para mejorar el CD.

Team I M P A C T

KELLY'S TEAM

22 Enero – 28 Enero

Team I M P A C T

W04 95%

89%95%80%

TEAM QUALITY

92%99%87%

RH -LatamI M P A C T

AMPLIAR

Action Taken:- Coaching - SBS Outlier.- Updates.- Reminders para mejorar el CD.

LatamC S A T

KELLY'S TEAM

14 Enero – 21 Enero

Team I M P A C T

W03 93.14%

89,85%

TEAM QUALITY

95.65%

RH -LatamI M P A C T

80.43%

AMPLIAR

Action Taken:- Coaching con outlier.- Updates.- Reminders.

LatamC S A T

KELLY'S TEAM

11 Diciembre – 17 Diciembre

W50 - 95.60%

TEAM QUALITY

96,97%

Support Quality

RH -LatamI M P A C T

97.98%

Process Adherence

90.91%

Case Data

C S A T

Team I M P A C T

ACTION

• Updates.
• Coaching NH.

NEW HIRES

PENDINGS

OUTLIERS

KELLY'S TEAM

04 Diciembre – 10 Diciembre

W49 - 94.55%

TEAM QUALITY

93,94%

Support Quality

RH -LatamI M P A C T

96.97%

Process Adherence

87.88%

C S A T

Case Data

Team I M P A C T

ACTION

• Updates.

NEW HIRES

PENDINGS

OUTLIERS

KELLY'S TEAM

27 Noviembre – 03 Diciembre

W 48 - 96.04%

95,40%

INTERNAL QUALITY

Support Quality

98.28%

Process Adherence

OUTLIERS

93.10%

NEW HIRES

Case Data

Team I M P A C T

RH -LatamI M P A C T

• Updates y archivo de updates
• Refresher
• Coahing,

• Socialización Dsats

C S A T

ACTION

PENDINGS

NEWHIRES

Fabián Garcia: Subió la calidad. 100% Gleynis Fandiño: Información incompleta y le faltó seleccionar un issue. Carlos Gómez: Educación e Issue incorrecto..

PA:

29 Audits

• Missing investigation
• Longer investigatión: Unnecesary Questions.
• Less acurrate investigation: Pre-authorization
• Incorrect information.
• Incorrect Process: Incorrect type of refund.

SQ:

29 Audits

Empathy: (4 Samples).Sobreempatía: (3 Samples).Estructure, Frase innecesaria, frase que ya no podemos usar.Education (3 samples).Languaje (2 Samples).Personalization (2 Samples).

OUTLIERS

Santiago Pacifico: Subió su calidad. 100%Breinner castro: Vacaciones.

OUTLIERS

Santiago Pacifico: Bajó la calidad, sin embargo, se mantiene en target de 97%. :3Areas de mejora:- Educación.- Empatia.

NEWHIRES

Ludy Bula: 100%Luis Carrillo: 100%Moises Peñalosa: 100%Maideth Marchena: 99%Área de mejora: Missing comment.Nayeli Martinez: 98%Área de mejora: Education.Steffanny Barros: 98%Área de mejora: Incorrect issue. .

OUTLIERS

Santiago Pacifico: Subió su calidad a 99%. :3Areas de mejora:- Incorrect issue.

CD:

29 Audits

• Incorrect comment (1 Sample)
• Missing issue (4 Samples)

Ticket sin issues y faltó un issue.

• Incorrect Issue (2 Samples)

Escogió My driver didn't start a trip on time y el correcto era My driver marked arrival too early.Escogio I have an unrecognised charge y el correcto era My pre-authorisation wasn't released

NEWHIRES

Fabián Garcia: Subió la calidad. 100% Gleynis Fandiño: Información incompleta y le faltó seleccionar un issue. Carlos Gómez: Educación e Issue incorrecto..