ⓘQA Analyst: Violeta · Band: L3 · Line: TH · KPI Structure: QA Tasks (75pts) + QA Knowledge (25pts) = 100pts total + Kudos (bonus)
Grading: ● Exceeds (≥80) · ● Meets (65-79) · ● Approaching (50-64) · ● Below (<50)
Grading: ● Exceeds (≥80) · ● Meets (65-79) · ● Approaching (50-64) · ● Below (<50)
⚠Data Gap: Coaching (max 15), Remediation (max 10), and Trend Report (max 5) = 30pts still pending — these require target/actual counts or leader validation. Case Reviews for Apr 2026 not yet available. Current score reflects categories with available data.
KPI Weight Distribution
Monthly KPI Score Breakdown
Total KPI Score Trend
Category Performance (Latest Month)
Monthly KPI Scores
ⓘCase Reviews — Weight: 35% (max 45pts). Target: 14 reviews per agent monthly. Base: 35pts. +1pt per 3% above target, -1pt per 1.5% below target. Avg QA score: 98.16/100
Monthly Review Volume vs Target
Case Review KPI Score Trend
Monthly Review Breakdown
Coaching & Remediation Timeline
Coaching Sessions
Case Remediation
QA Reports by Type
Quiz Scores
QA Reports Log
Agent Quiz Log
QA Appeals Timeline
QA Score Appeals
Trend Report Issues
Extra Tasks by Month
Extra Tasks Log
ⓘKYCB Team: Halsey & Katty · SL: Honey · Period: Jan – Mar 2026 · SLA: KYC 3 days, KYB 7 days
Combined KPI (100pts) = Ticket Ops (50pts) + Audit Ops (50pts)
Ticket (50): SLA Compliance (12) + First Reply <4h (10) + Throughput (10) + Reopen Rate (8) + Resolution (10)
Audit (50): Volume (15) + Efficiency/Handle Time (20) + Responsiveness/FRT (15)
Grading: ● Exceeds (≥80) · ● Meets (65-79) · ● Approaching (50-64) · ● Below (<50)
Combined KPI (100pts) = Ticket Ops (50pts) + Audit Ops (50pts)
Ticket (50): SLA Compliance (12) + First Reply <4h (10) + Throughput (10) + Reopen Rate (8) + Resolution (10)
Audit (50): Volume (15) + Efficiency/Handle Time (20) + Responsiveness/FRT (15)
Grading: ● Exceeds (≥80) · ● Meets (65-79) · ● Approaching (50-64) · ● Below (<50)
⚠Notes: Volume metrics (Throughput, Audit Volume) are normalized by each agent's available working days from HR schedule (Halsey: Jan 21, Feb 13, Mar 22 — 8 leave days in Feb; Katty: Jan 21, Feb 19, Mar 21). Audit Efficiency/Response are estimated from 2026 YTD averages (same across all months) — monthly audit breakdown not available. Apr 2026 scorecard pending month-end data. Halsey has ~13% null FRT in Jan tickets, excluded from FRT calculation.
Combined KPI Score Trend
Ticket vs Audit Split
Category Radar — Latest Month (Mar)
Category Breakdown — Halsey vs Katty
Combined KPI Scorecard
Scoring Formulas
Raw Metrics
ⓘTicket Performance — Halsey & Katty handle KYC verification, KYB applications, AML screening, and high-risk cases. Reporting to SL Honey.
Monthly Ticket Comparison
Avg Duration Trend (hrs)
Top Ticket Categories
Monthly Ticket Breakdown
ⓘKYCB Audit Performance — Halsey & Katty handle KYC & KYB audit reviews. Data is yearly aggregated (2025 full year vs 2026 YTD through Apr 14).
KYC Audit Volume (2025 vs 2026 YTD)
KYB Audit Volume (2025 vs 2026 YTD)
KYC Documents Reviewed
KYB Documents Reviewed
KYC Audit Performance
KYB Audit Performance
ⓘTier A — TH CS Performance. Scope: 15 in-house agents on the latest-month roster (April / May 2026): Amirah, Ashley, Devi, Ercan, Hazal, Kendall, Leona, Metha, Mooky, Phannika, Phira, Seyma, Tantu, Zana, Zeppelin. Source:
KPI - TH CS.xlsx. Agents with partial H1 history are tagged with their months of presence (e.g. "Seyma (4/6)").H1 — Nov 2025 to Apr 2026
H2 — May 2026 to Oct 2026
Team Avg KPI — H1 Monthly Trend
H1 Avg KPI by Agent
H1 Avg Rank by Agent (lower = better)
KPI Trend — All 15 Agents
H1 2026 Leaderboard
Per-Agent Sparklines (Nov → Apr)
Agent × Category Heatmap (H1 Avg Score per Component)
ⓘH2 in progress. Showing latest available month. QA, ResRate and FRT columns may carry default scores until end-of-month adjudication; treat figures as preliminary.
Latest Month — KPI by Agent
Latest Month Leaderboard
H2 Months Reported
ⓘTier B — KPI Scorecard. Scope: 6 Tier B agents on the KPI-CS rubric — Amanda, Della, Halsey, Katty, Marcita, Nawee. Same scoring as Tier A (Quiz 10 + CCR 20 + CSAT 29 + QA 20 + ResRate 20 + ResTime 18 + RespTime 13 + FRT 10 = 140). Source:
KPI - TH CS.xlsx (Agent rows).★Combined Final Score — Nov 2025 to Apr 2026. Final = 60% × Performance KPI (KPI-CS rubric, normalized 140→100) + 40% × Ticket Activity KPI (/100). Roster: 6 agents present in both sources.
Rating columns (review cycle): Now Score = KPI-derived rating · Leader Proposal = people-leader's rating reflecting qualitative factors (level, OKRs, strategic deliverables). Lower = better. Bands: 1.0–1.9, 2.0–2.4, 2.5–2.9, 3.0–3.4, 3.5–3.9, 4.0–6.0.
Rating columns (review cycle): Now Score = KPI-derived rating · Leader Proposal = people-leader's rating reflecting qualitative factors (level, OKRs, strategic deliverables). Lower = better. Bands: 1.0–1.9, 2.0–2.4, 2.5–2.9, 3.0–3.4, 3.5–3.9, 4.0–6.0.
Combined Final Score — Leaderboard
Combined Final Score — Breakdown
⚒Strategic Final Score — Quant 60% + Qual 40% · + Project Kudos. Adds a structured Qualitative rubric (/100) on top of the Combined KPI to capture review-cycle judgment, plus Project Kudos for SOP/BRD/OKR delivery (transparent point schedule: SOP S/M/L = 2/4/6 · BRD S/M/L = 3/6/10 · OKR full=8 / half=4). Six qualitative dimensions: Measurable (20), Knowledge (15), Initiative (15), Collab (15), SOP/Process (15), Reliability (20).
Two tracks — not directly comparable: Specialist Track (Nawee, L3 Security) is shown separately because the KPI-CS rubric is calibrated for general CS chat work and structurally penalises depth-over-breadth lanes. Generalist Track ranks the five L1/L2 agents on the same rubric. Final = Strategic Final + Project Kudos. Kudos source: H1 2026 INDIVIDUAL ACHIEVEMENT SUMMARY.
Two tracks — not directly comparable: Specialist Track (Nawee, L3 Security) is shown separately because the KPI-CS rubric is calibrated for general CS chat work and structurally penalises depth-over-breadth lanes. Generalist Track ranks the five L1/L2 agents on the same rubric. Final = Strategic Final + Project Kudos. Kudos source: H1 2026 INDIVIDUAL ACHIEVEMENT SUMMARY.
★ Specialist Track — L3 (own track, not ranked vs generalists)
Generalist Track — L1 / L2 (ranked)
Strategic Final — Quant vs Qual Contribution
Strategic Final — Generalist Breakdown
Qualitative Rubric — Sub-score Detail (all 6 agents)
H1 — Nov 2025 to Apr 2026
H2 — May 2026 to Oct 2026
Team Avg KPI — H1 Monthly Trend
H1 Avg KPI by Agent
H1 Avg Rank by Agent (lower = better)
KPI Trend — All 6 Agents
H1 2026 Leaderboard
Per-Agent Sparklines (Nov → Apr)
Agent × Category Heatmap (H1 Avg Score per Component)
ⓘH2 in progress. Showing latest available month. QA, ResRate and FRT columns may carry default scores until end-of-month adjudication; treat figures as preliminary.
Latest Month — KPI by Agent
Latest Month Leaderboard
H2 Months Reported
ⓘTier B — Ticket Activity KPI — Source: Helpdesk Ticket Details (Nov 2025 – Apr 2026). Scope: 9 Tier B agents — Halsey, Katty, Nawee, Della, SL Honey (Handlers); Amanda, Marcita, Alyza, Violeta (Mixed). Volume = Created + Handled + Solved. KPI = 100pts across 5 categories: Volume Output + Solve Rate + First Reply <4h + FRT Speed + Consistency.
Grading: ● Exceeds (≥80) · ● Meets (65-79) · ● Approaching (50-64) · ● Below (<50)
Grading: ● Exceeds (≥80) · ● Meets (65-79) · ● Approaching (50-64) · ● Below (<50)
KPI Score Leaderboard — Tier B
Monthly KPI Trend — All Tier B Agents
Raw Volume (Created / Handled / Solved, 6-mo)
KPI Category Mix — Handler vs Mixed
KPI Scorecard — Tier B Ticket Activity
Scoring Formula Reference
Reference: Raw Activity (6-mo Volume Components)
ⓘTH Team Handbook (v0.2 — placeholder). Each track (Tier A · Tier B · KYC · QA) has its own rubric. Pick a track below, then navigate Overview / KPI Glossary / Kudos. FAQ & Resources is shared across all tracks. Numbers are placeholders — edit data arrays in script when TH targets are finalised.
☰Team org chart — whole team overview. Snapshot from Binance Gulf HC Review (Apr 2026). Shows leadership, Tier A (TH CS frontline), Tier B (specialist BUs), and active secondees. Inhouse = TH-entity employees; Secondees = on-loan from other LLs (English/Indonesian/Turkish/Korean/Vietnamese lines, KYC analysts).
★ Leadership
Tier A — TH CS Frontline
Inhouse + Secondees on the front-line chat lane.
Tier B — Specialist BUs
Specialist lanes (2FA Ops, KYC/KYB, Compliance, Security/AI Bot, VIP/OTC, QA, SM). Tier-A involvement is incident/on-demand only.
Secondees — Cross-LL Support
Active secondees on production, on loan from other Local Languages (LLs) or KYC pool.
How Your Score Works
Score Components
Monthly Targets — placeholder
Scoring Formula
Performance Bands
ⓘ
KPI Items & Glossary
Deductions
★
Kudos Items
Worked Example
🔢Self-service KPI Calculator. Enter your monthly metrics to project your score. Updates live as you type. Inputs match the track's rubric. Result is an estimate — final score is set by Operations after reviews/audits close.
ⓘShared across all tracks. General FAQ, monthly report log, and team-wide tools/resources.