QA Operations & Specialist Hubdate_range Cycle: Feb 2025 (MTD)tune Live Balanced Telemetry
Specialist Performance & Comprehensive Quota Hub
Real-time individual and team telemetry: audit quotas, validations, AI calibration, and coaching metrics.
Shift Telemetry & Cycle Pulse
Active (09:00 - 18:00 AST)Today's Run Ratespeed
6 / 8 (75%)
Days Remainingtimelapse
8 Days+3 Ahead
Queue Healthcheck_circle
98.2%0 Critical Blockers
Dispute Defenseshield
75% Upheld3 / 4 Claims
Overall Quota
pie_chart
89.1%
114 / 128 Audits (MTD)
Comp. Validation
payments
94.2%
49 / 52 Cases Verified
Nesting Certification
school
83.3%
25 / 30 Trainees Gated
AI Audit Velocity
psychology
91.5%
183 / 200 Calibrated
Ad-hoc Workstreams
assignment_turned_in
18 / 20
90% Completion Rate
Coaching Sessions
forum
12 Held
100% Target Met (12/12)
SI
Table 1: My Performance Summary
Active Profile: Sara Ibrahim (QA-701)Tenured SpecialistCustomer Care (KSA) On TrackMonthly Quota+2 Ahead
114 / 12889.1%
14 audits to monthly targetTarget: 128
Weekly Pacing & Run Rate
30 / 3293.8%
Today's Run Rate: 6 / 8(75% pace)
Avg Evaluation AHTtimer
12m 40s-2m 20s faster
Target Benchmark< 15m 00s
Calibration Accuracyverified
99.1%High Reliability
Benchmark StandardExceeds 98.0%
shieldDispute Defense Breakdown
4 Claims TotalUpheld Defenses3 claims (75.0%)
Overturned1 claim (25.0%)
Valid Defense Upheld Overturned Defect
task_altClosed Evaluations & SLA
100% SLA114Closed Audits MTD
0 Pending0 SLA Backlog Aging
Queue Throughput Status Optimum Velocity
tuneChannel Performance Quality
Balanced MixVoice Channel Audit92.6%
Non-Voice (Chat / Email)94.8%
58 Voice Audits56 Non-Voice Audits
groups Team-Wide TelemetryCycle Feb 2025
Table 2: Active Specialist Quota Execution & Team Performance
Real-time pacing across Customer Care and Partner Care specialists with manual quota overrides.
2 Adjustments Active
| QA Specialist | Dept & Channel | Tenure | Monthly Quota | Weekly Quota | Daily Quota | Closed Evals | Avg AHT | Accuracy | Dispute Defense (Upheld vs Overturned) | Adjust Weekly | Pacing Status |
|---|---|---|---|---|---|---|---|---|---|---|---|
SI Sara IbrahimYou ID: QA-701 | Customer CareVoice & Non-Voice | Tenured | 114 / 12889.1% 14 to target | 30 / 3293.8% +2 ahead pace | 6 / 875% 2 remaining | 1140 SLA Backlog | timer12m 40s -2m 20s fast | 99.1%High Reliability | 4 received3 upheld (75%) 3 valid1 defect (25%) | On Track | |
MA Mona Al-ShehriID: QA-702 | Customer CareVoice & Non-Voice | Tenured | 116 / 12096.7% Quota override | 29 / 3096.7% Adjusted -2 | 7 / 887% 1 remaining | 1160 SLA Backlog | timer11m 45s -3m 15s fast | 98.8%Reliable | 3 received3 upheld (100%) Zero defect streak0 overturned | Adjusted | |
FA Fahad Al-OtaibiID: QA-703 | Customer CareVoice & Non-Voice | Tenured | 122 / 12895.3% 6 to target | 31 / 3296.9% +3 ahead pace | 8 / 8100% Completed | 1220 SLA Backlog | timer10m 50s Fastest QA | 99.4%High Reliability | 1 received1 upheld (100%) 1 valid defense0 overturned | On Track | |
RG Reem Al-GhamdiID: QA-704 | Customer CareVoice & Non-Voice | Non-Tenured | 102 / 11291.1% Base adjustment | 26 / 2892.9% Adjusted -4 | 5 / 771% Behind daily | 1022 SLA Watch | timer14m 15s +1m 15s slow | 97.8%Target: >98% | 5 received3 defect (60%) 2 upheld3 overturned defect | Adjusted | |
TY Tariq YousefID: QA-705 | Partner CareVoice & Non-Voice | Tenured | 126 / 12898.4% 2 to target | 32 / 32100% Weekly met (100%) | 8 / 8100% Completed | 1260 SLA Backlog | timer11m 15s -3m 45s fast | 99.6%Master Calibrator | 2 received2 upheld (100%) 2 valid defense0 overturned | On Track |
payments
Table 3: Compensation Validation Pacing
Financial goodwill, compensation refund audit quotas & claim error tracking.
| QA Specialist | Assigned | Audited | Completion Rate | Pending | Discrepancy % | Pacing |
|---|---|---|---|---|---|---|
| Sara Ibrahim Customer Care | 52 | 49 | 94.2% |
3 | 0.4% | On Track |
| Mona Al-Shehri Customer Care | 48 | 44 | 91.7% |
4 | 0.8% | On Track |
| Fahad Al-Otaibi Customer Care | 55 | 53 | 96.4% |
2 | 0.2% | On Track |
| Reem Al-Ghamdi Customer Care | 40 | 31 | 77.5% |
9 | 1.8% | Behind Pace |
| Tariq Yousef Partner Care | 35 | 35 | 100% |
0 | 0.0% | Completed |
verified
Table 4: Nesting Certification & Supervision
Gate certification progress for newly onboarded advisors.
| QA Mentor | Trainee / Cohort | Target | Completed | Remain | Progress % | Gate Status | Action |
|---|---|---|---|---|---|---|---|
| Sara Ibrahim | Laila Mansour Wave-1 #34 | 10 | 10 | 0 | 100% | Passed Gate | |
| Sara Ibrahim | Hamad Al-Dosari Wave-1 #38 | 10 | 8 | 2 | 80.0% | In Progress | |
| Mona Al-Shehri | Zaid Al-Harbi Wave-1 #41 | 10 | 5 | 5 | 50.0% | Extended | |
| Omar Khaled | Yasmeen Nour Partner Onboard | 10 | 9 | 1 | 90.0% | In Progress |
psychology
Table 5: AI Audit Pipeline & Validation
Automated generative QA audit verification & specialist calibration pipeline.
| QA Specialist | Assigned AI | Calibrated | Backlog | Achieve % | AI Disagreement | Confidence |
|---|---|---|---|---|---|---|
| Sara Ibrahim | 40 | 38 | 2 | 95.0% | 4.2% | 98.6% |
| Mona Al-Shehri | 40 | 36 | 4 | 90.0% | 6.1% | 97.2% |
| Fahad Al-Otaibi | 45 | 42 | 3 | 93.3% | 3.8% | 99.0% |
| Tariq Yousef | 35 | 35 | 0 | 100% | 2.4% | 99.4% |
| Omar Khaled | 40 | 32 | 8 | 80.0% | 8.9% | 95.1% |
assignment_late
Table 6: Ad-hoc Tasks & Workstreams
Personal vs team completion of root-cause analyses and playbook syncs.
| Specialist | Task Description | Category | Deadline | My % | Team % | Status |
|---|---|---|---|---|---|---|
| Sara Ibrahim | Tamara Checkout SOP 4.1 UpdateLead author & review | Playbook | Feb 20 | 100% | 94% | Completed |
| Sara Ibrahim | KSA Payment Gateway Deep-DiveDispute root cause sample | RCA | Feb 26 | 85% | 78% | In Progress |
| Tariq Yousef | Merchant Settlement CalibrationB2B guidelines refresh | Calibration | Feb 22 | 100% | 100% | Completed |
| Fahad Al-Otaibi | Voice AHT Reduction WorkgroupCross-training playbook | Playbook | Feb 28 | 60% | 65% | Under Review |
record_voice_over 1-on-1 Coaching & Growth Telemetry
event_available Cycle: Feb 2025 MTD
verified Benchmark: ≥90%
Table 7: Quality & Coaching Sessions Delivered
Weekly & monthly tracking of advisor 1-on-1 calibration coaching, remediation milestones, and behavioral action plan adoption scores.
Overall Team Adoption
94.6
/ 100
Total Sessions Delivered
event_note
43 / 44 Target
(97.7%)
Avg Specialist Adoption
trending_up
96.6 / 100
Exceeds Goal
High-Impact Sentiment
thumb_up
98.0%
41 of 42 Rated
| QA Specialist | Dept & Channel | Weekly Progress | Monthly Progress | Completion Rate | Action Plan Adoption | Pacing Status | Coaching Action |
|---|---|---|---|---|---|---|---|
|
SI
Sara Ibrahim
You
QA-701
Tenured
|
Customer Care
Omnichannel
|
3
/ 3
check
|
12
/ 12
verified
|
100%
|
96.8 / 100
Exceptional
|
100% Met | |
|
MA
Mona Al-Shehri
QA-702
Tenured
|
Customer Care
Voice Channel
|
3
/ 3
check
|
11
/ 12
1 left
|
91.7%
|
94.2 / 100
High Sync
|
On Track | |
|
FA
Fahad Al-Otaibi
QA-703
Tenured
|
Customer Care
Voice Channel
|
3
/ 3
check
|
12
/ 12
verified
|
100%
|
98.0 / 100
Highest Score
|
100% Met | |
|
TY
Tariq Yousef
QA-705
Tenured
|
Partner Care
Omnichannel
|
2
/ 2
check
|
8
/ 8
verified
|
100%
|
97.5 / 100
High Retention
|
100% Met |
workspace_premium QA Excellence & Recognition
Table 8: Monthly QA Champions & Performance Standings
Standings calculated by combining Quota Completion Rate, Audit Accuracy Rate, and Calibration Reliability.
verified Period: Feb 1 – Feb 28, 2025
| Rank | Specialist | Department | Achievement Rate | Accuracy Score | Calibration Badge | Recognition & Rewards |
|---|---|---|---|---|---|---|
1 |
TY Tariq Yousef Tenured |
Partner Care | 102.5%126 / 128 | 99.6% | verified Master Calibrator | military_techTop Performer of the Month |
2 |
FA Fahad Al-Otaibi Tenured |
Customer Care | 98.6%122 / 128 | 99.4% | check_circle High Reliability | speedFastest High-Quality Auditor (10m 50s) |
3 |
MA Mona Al-Shehri Tenured |
Customer Care | 96.7%116 / 120 | 98.8% | check_circle High Reliability | shieldZero Dispute Streak (100% Upheld Defense) |
4 |
SI Sara Ibrahim Tenured |
Customer Care | 89.1%114 / 128 | 99.1% | check_circle High Reliability | starConsistently High Audit Precision |
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