Auditing Guide

This article will guide you through the audit process, explaining what the QA team will review, when points may be deducted, and when they won’t. This will help you understand how the audit works and how to aim for the full points.

L1 Audit

1- Other Products: For the products (CDS, Foodics One, Waiter), indicate whether the issue was resolved or not, and if not resolved, what is the reason. 

2- Unblock: This measures whether your escalation for unblocking is valid or invalid. Also whether the unblock process was valid and what is the reasons for invalid.  

3- AM/Xceed escalations: This measures any escalations you make to the Xceed team or the Account Manager, checking whether your escalation was valid and submitted with all the required information, or invalid, and what the reasons were. 

4- L2 RMS escalation: This measures whether the issue you escalated is valid and cannot be resolved on your side, whether proper troubleshooting was performed, and whether the escalation ticket includes all necessary troubleshooting steps that you did and attachments (images, videos, reports, test emails). And what is the reason for the invalid escalation. 

5- L2 Online escalation: This measures whether the issue you escalated is valid and cannot be resolved on your side, whether proper troubleshooting was performed, and whether the escalation ticket includes all necessary troubleshooting steps that you did and attachments (images, videos, Concept name). And what is the reason for the invalid escalation. 

6- L2 Pay escalation: This measures whether the issue you escalated is valid and cannot be resolved on your side, whether proper troubleshooting was performed, and whether the escalation ticket includes all necessary troubleshooting steps that you did and attachments (images, videos, reports, merchant number). And what is the reason for the invalid escalation. 

7- Ticket fields accuracy: This measures if you choose the correct and accurate Product R/C, Inbound sub-Category, and the case nature depending on the issue that you resolved with the client, and answer the inquiries. 

8- Collection/billing: This measures whether you escalated the case correctly to the Billing team (and not to unrelated departments), ensuring the issue is valid for escalation and that the ticket contains a complete and detailed case description. 

9- Sales: This measures whether you escalated the case correctly to the Sales team (and not to unrelated departments), ensuring the request or the issue is valid for escalation and that the ticket contains a complete and detailed case description. 

10- PS: This measures whether you escalated the case correctly to the PS team (and not to unrelated departments), ensuring the request or the issue is valid for escalation and that the ticket contains a complete and detailed case description. 

11- CSAT: The CSAT will measure whether a client’s Bad (1,2,3) rating is valid or not. If valid, the reason will be identified, whether it’s due to a global issue, the agent’s performance, another department, or the queue traffic.

If the CSAT is invalid, the reason must also be specified — for example, if the client was uncooperative, dissatisfied with Foodics policies, or submitted the rating by accident.

L2 Audit

1- L2 covering L1: This measures cases where L2 covers L1, assessing whether the client’s reported issue was successfully resolved or not. 

2- Unblock: This measures whether your unblock process was valid in unblocking the client’s account, and identifies the reasons if it was invalid.

3- Jira audit per product: This measures whether the Jira ticket was escalated correctly — without duplication, with a full explanation of the issue, including complete account data, sent to the correct target, and supported with the required attachments. 

4- Enterprise group responses: This measures how enterprise client cases are handled — assessing your knowledge in resolving the issue, and the accuracy of ticket documentation to ensure the ticket is valid.