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Role:Advisor Frontline
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Tamara QA Hub • Frontline Telemetry Frontline Care Ops

Coaching & Feedback / Performance Metrics

Supervisory 1:1 coaching action logs, developmental milestones, and longitudinal quality performance metrics.

calendar_month Last 6 Months (Sep 2024 - Feb 2025) expand_more
Historical Quality Trajectory
94.6% arrow_upward +6.2% since Sep
Advisor Score
Target (90.0%)
Quality Target: 90% 88.4% Sep 90.1% Oct 91.8% Nov 92.5% Dec 93.9% Jan 94.6% Feb
Sampling Volume 73 Total
12.1 / mo
10
Sep
11
Oct
12
Nov
14
Dec
13
Jan
13
Feb
Voice: 48 (66%) Non-Voice: 25 (34%)
balance
Dispute Win Ratio
>70% Target
75% +5.0% vs avg

3 of 4 disputes overturned in advisor favor

verified 100% Policy Adherence
3/4 Won
3 Overturned
1 Upheld

Coaching Sessions History

Total Sessions: 5 • 100% Attended
Supervisor: Layla Kassem (Team Lead • Voice Support)
Voice Support Feb 12, 2025 • 11:30 AM AST check_circle Completed & Acknowledged

De-escalation & Compensation Validation Protocols

Reviewed handling of contested repayment schedules. Focus on logging Compensation Validation tickets before committing fee waivers to consumer. Calibrated root-cause triage cadence for non-standard split orders.

Action Item: Enforce Pre-Approval Gate Audited Score: 92.0% Dispute Safe
Linked Audit: #EV-2025-0814 open_in_new
Voice Support Jan 24, 2025 • 02:15 PM AST check_circle Completed & Acknowledged

Voice Scorecard Calibration — Active Listening in Peak Volumes

Discussed pace of speech and customer confirmation checks during high-volume flash sale shifts. Reinforcing pause technique before providing payment rescheduling breakdowns.

Action Item: Pace Regulation (-10 wpm) Target Metric: Empathy Index 95%
Linked Audit: #EV-2025-0720 open_in_new
Nesting to Tenured Dec 18, 2024 • 10:00 AM AST check_circle Completed & Acknowledged

Nesting Certification & Tenured Transition Feedback

Transition out of Nesting Batch 2023-Q4 into full Tenured frontline roster. Outstanding empathy scores and consistent 100% adherence on compliance scripts. Formally accredited for unrestricted high-tier dispute handling.

Graduated Nesting Batch 2023-Q4 Audited Score: 94.0% Tenured Status Confirmed
Linked Audit: #EV-2024-0511 open_in_new
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Action Items & Commitments Tracker

Agreed developmental milestones from 1:1 Coaching Sessions

2 Active • 1 Completed
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Enforce Pre-Approval Gate for Split Fee Waivers
Target: 100% adherenceDue Mar 05, 2025Lead: Layla Kassem
In Progress
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Pace Regulation in Peak Volume Calls (-10 wpm)
Target: Empathy Index ≥95%Due Feb 28, 2025Scorecard: #EV-2025-0720
On Track
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Ad-hoc Compliance Checklist Verification
Completed Dec 20, 2024Accredited for Tenured Handling
Verified
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Upcoming Coaching Touchpoint

Scheduled 1:1 developmental sync

Confirmed
Voice Support Calibrationschedule 45 mins
Handling Complex Chargeback & Order Dispute Scenarios
Mar 02, 2025 • 10:30 AM ASTRoom 304 / Google Meet
Coach: Layla Kassem (Team Lead)
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Tamara Frontline Quality Compliance GuaranteedAudit Protocol v4.2
All supervisory coaching action plans are counter-signed and committed to the Advisor permanent audit trail. Last supervisor sign-off: Feb 12, 2025 by Layla Kassem (Team Lead).