ONBOARDING AUDIT GOVERNANCE TELEMETRY SYNCED 4M AGO

Nesting Certification — Active Batches & Cohort Progress

Real-time calibration monitoring, weekly quota fulfillment, and graduation benchmarks across all active nesting cohorts.

queue New Batch donut_large Batch Progress

assignment_turned_in My Nesting Queue 14

visibility Audit scope: Customer Care & Partner Operations

Total Active Batches layers

04 Cohorts

100% Active

check_circle All 4 running under standardized SLA

In-Flight Advisors groups

38 Advisors

6 QA Specialists

supervisor_account Assigned to 8 certified Trainers

Interactions Completed fact_check

164 / 228 71.9%

64 Remaining target +18 today

Cohort Average Score equalizer

89.4%

Target >85%

trending_up +2.1% vs last onboarding cycle

Active Nesting Cohorts

Select any batch card to inspect audit logs, trainer pairings, and advisor scores.

Passing (>85%) At Risk (≤85%)

VOICE

Cohort 2024-B4

Inbound Peak Scale

PASSING

Department Customer Care

Deadline Jul 15, 2024

Completion (75%) 72 / 96

Avg Score 91.2%

24 Remaining arrow_downward

NON-VOICE

Cohort 2024-B3

Non-Voice Dispute Tier

PASSING

Department Customer Care

Deadline Jul 08, 2024

Completion (80%) 48 / 60

Avg Score 88.6%

12 Remaining chevron_right

VOICE

Cohort 2024-P1

Merchant Partner Care

AT RISK

Department Partner Care

Deadline Jul 22, 2024

Completion (66.7%) 32 / 48

Avg Score 84.0%

16 Remaining chevron_right

OMNICHANNEL

Cohort 2024-PE

Brand Social Response

PASSING

Department Public Engagement

Deadline Jul 30, 2024

Completion (50.0%) 12 / 24

Avg Score 93.5%

12 Remaining chevron_right

verified_user

Governance Scope & Privacy Notice

Visible to QA Specialists and QA Leads — audit data filtered to evaluations assigned to your active scope. Non-Tenured Advisor profiles undergo bi-weekly calibration runs against standardized rubric rubrics.

CURRENTLY INSPECTING

Cohort 2024-B4 — Frontline Advisor Audit Breakdown

12 Active Non-Tenured Advisors • Supervised by Tariq Mansoor & Mona Al-Shehri (Lead Trainers)

Weekly Cadence 3 Audits / Advisor / Week

Assigned QA Specialists Reem Al-Otaibi, Sara Ibrahim

Calibration Status Calibrated (0.94 kappa)

Graduation Benchmark Score ≥88.0% + 100% Quota

Advisor Name	Trainer(s)	Week 1 Progress	Week 2 Progress	Average Score	Graduation Status
AM Ahmed Al-Mansoor ID: #9942 • Non-Tenured	Tariq Mansoor Co-Trainer: Mona Al-Shehri	check_circle 3 of 3 Completed	pending 2 of 3 In Progress	92.4% 5 audits scored	On Track
LQ Layla Qasim ID: #9948 • Non-Tenured	Mona Al-Shehri Primary Lead Trainer	check_circle 3 of 3 Completed	pending 3 of 3 Completed	87.1% 6 audits scored	Passing
ZH Zaid Al-Harbi ID: #9951 • Non-Tenured	Tariq Mansoor Primary Lead Trainer	check_circle 3 of 3 Completed	pending 2 of 3 In Progress	94.0% 5 audits scored	On Track
ND Noura Al-Dosari ID: #9955 • Non-Tenured	Tariq Mansoor & Mona Al-Shehri Joint Coaching Assignment	check_circle 3 of 3 Completed	schedule 1 of 3 Behind Target	82.5% 4 audits scored	Action Needed

Showing 4 of 12 Advisors in this batch • 3 Passing • 1 Action Needed

Weekly Quota Fulfillment

Cohort 2024-B4 Target vs Actual

bar_chart

36 / 36

Week 1

36 / 48

Week 2

0 / 48

Week 3

0 / 48

Final Week

Overall Pace: Ahead by 1.2 days Sprint cycle: Active

Rubric Calibration Scores

Core competencies breakdown

analytics

Process Accuracy & Compliance 96.8%

Soft Skills & Empathy Index 89.4%

Tool Navigation & Logging 92.0%

First Contact Resolution (FCR) 81.2%

* Calibrated by Team Leads across 164 total graded interactions.

Trainer Alignment

COHORT CERTIFIED

Lead Trainers maintain daily calibration check-ins with assigned QA Specialists to prevent score discrepancies.

Tariq Mansoor

Senior Trainer • Voice

6 Advisors

Mona Al-Shehri

Lead Trainer • Escalations

6 Advisors

Cohort Graduation Date: July 15, 2024