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Average Quality Scores by Scorecard

ComplaintsRefundsCorrespondenceGeneral EnquiriesRetentionsCollectionsSalesScorecard76808491

Average Quality Scores by Scorecard

ScorecardAverage Quality Score
Complaints90
Refunds88
Correspondence87
General Enquiries84
Retentions83
Collections81
Sales76

Quality Scores and Pass Rates

JulyAugustSeptemberOctoberNovemberDecemberJanuaryFebruaryMarchAprilMayJuneMarked55616778Score
  • Quality Score
  • Pass %

Quality Scores and Pass Rates

MarkedQuality ScorePass %
July7660
August7864
September7555
October7759
November7659
December7557
January7762
February7661
March7660
April7558
May7661
June7763

Sales

Sales Closed

No: 389Yes: 78

Overall Quality Scores

General Enquiries

Quality Scores and Pass Rates

MarkedQuality ScorePass %
July8172
August8378
September8276
October8276
November8482
December8381
January8379
February8071
March8377
April8377
May8481
June8477

Quality Scores and Pass Rates

JulyAugustSeptemberOctoberNovemberDecemberJanuaryFebruaryMarchAprilMayJuneMarked70747885Score
  • Quality Score
  • Pass %

AHT (By Manager)

239248237243
  • Jeffery Younge
  • Johnnie Leigh
  • Lily Peter
  • Maya Tyson

Collections

81

Refunds

88

Correspondence

87

Other

Refund Codes

ABC: 38DEF: 37GHI: 24JKL: 64MNO: 35PQR: 66STU: 23VWX: 65

Compliance

AprilMayJuneMarked8990Compliance Score

QA Marked Ratios

Marked byCollectionsComplaintsCorrespondenceGeneral EnquiriesRefundsRetentionsSales
Juliette Cain01019611000
Irfan McKay01019611000
Michaela Little01019611000
Tyrone Hardy0100012078
Fredric Anthonyson010008082
Jackie Courtenay060004000
Esther McLaughlin010008082
Sabina Stanley0100012078
Wright Akerman0101961900
Ellis Southgate01019611000
Frances Young40100010400
Spencer Lyon040006000
Bobby Sharpe40100010400

RAG

24283239%
  • Green
  • Amber
  • Red

Retained %

13