Ahmed Al-Mansoor
verified Tenured ID: ADV-9104Rule: If any Critical attribute is marked Fail, the evaluation score becomes 0 automatically. If 3 or more High severity attributes are marked Fail, the score also becomes 0 automatically.
Greeting
Initialization, policy adherence, identity confirmationAdhering to the first response policy
CriticalAdvisor must greet the customer within mandatory benchmark latency without dead air or hesitation.
Opening & Call Purpose
Non-Critical – 5% LowClear brand introduction, warm tone of voice, and identifying the customer’s primary objective concisely.
Customer/Merchant verification & validation
CriticalZero-compromise identity authentication (OTP, registered phone, or national ID cross-match). Failure triggers instant 0.
Communication & Interaction
Active listening, empathy, de-escalation, policy complianceCompensation
Non-Critical – 7.5% HighAdherence to goodwill compensation matrix, voucher thresholds, and proper authorization request logic.
Ownership & De-Escalation
Non-Critical – 7.5% High -7.5 pts DeductedTakes direct responsibility, mitigates customer anxiety proactively, avoids defensive phrasing.
Solution Accuracy & System Logging
Ticket categorization, tagging precision, Tamara core banking ledger actions (4 attributes)Professional Closing & Survey Offer
Further assistance verification, CSAT push, compliant brand departure (3 attributes)
*Preview shows: "0 — Critical Fail" or "0 — 3+ High Severity Fails" instantly if tripped.
Need rubric calibration? Review the Tamara Quality Standard Playbook (Q4 2024) for de-escalation scoring criteria.