H1 — Nov 2025 to Jun 2026
H2 — Jul 2026 to Dec 2026
ⓘ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; May/Jun 2026 QA data also pending. 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
⚠H2 rubric review pending. The QA KPI rubric (Case Reviews 35 + Coaching 15 + Remediation 10 + QA Report 10 + Trend 5 + Accuracy 10 + Appeal 10 + KM 5) is being reviewed alongside the chat-team and KYCB rubric refresh for July 2026 onward. Outstanding data gaps from H1 (Coaching, Remediation, Trend scoring criteria) should be resolved before H2 starts.
H1 Rubric (current reference)
QA Tasks (75pts): Case Reviews 45 · Coaching 15 · Remediation 10 · Trend 5
QA Knowledge (25pts): QA Report 10 · Accuracy 10 · KM 5
Other: Appeal 10 · Enhancement 10 · Extra Tasks 10
Pending decisions for H2: resolve Coaching/Remediation/Trend scoring methodology · confirm whether Enhancement and Extra Tasks remain separately weighted · align grading band thresholds with the chat-team 100pt scale.
H2 Months Pending
ⓘ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
H1 — Nov 2025 to Jun 2026
H2 — Jul 2026 to Dec 2026
ⓘKYCB Team: Halsey & Katty · SL: Honey · Period: Jan – May 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, Apr 18, May 19; Katty: Jan 21, Feb 19, Mar 21, Apr 18, May 19). Audit Efficiency/Response use 2026 YTD averages (same across months) — monthly audit-HT breakdown not available from current source. Halsey has ~13% null FRT in Jan tickets, excluded from FRT calculation. Jun 2026 scorecard pending month-end data.
Combined KPI Score Trend
Ticket vs Audit Split
Category Radar — Latest Month (May)
Category Breakdown — Halsey vs Katty
Combined KPI Scorecard
Scoring Formulas
Raw Metrics
⚠H2 rubric review pending. The KYCB Combined KPI methodology (Ticket Ops 50 + Audit Ops 50) is being reviewed alongside the chat-team rubric refresh. H2 starts July 2026; weights, SLA targets, and the audit-volume benchmark may be adjusted once the team manager and KYCB SL finalize. Until then, scoring will continue on the H1 rubric for any interim months.
H1 Rubric (current reference)
Ticket Ops (50pts): SLA 12 · First Reply <4h 10 · Throughput 10 · Reopen 8 · Resolution 10
Audit Ops (50pts): Volume 15 · Efficiency/HT 20 · Responsiveness/FRT 15
Pending decisions for H2: monthly audit-HT/FRT breakdown availability, Throughput benchmark (currently 12 tix/day), audit-volume benchmark (currently 200/mo combined).
H2 Months Pending
ⓘ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 H1 roster (Nov 2025 – Jun 2026): Amirah, Ashley, Devi, Ercan, Hazal, Kendall, Leona, Metha, Mooky, Phannika, Phira, Seyma, Tantu, Zana, Zeppelin. H1-only: Amirah transferred back to her original Korean line on 2026-05-31 — she is not in the H2 roster. 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 Jun 2026
H2 — Jul 2026 to Dec 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
Latest Month Leaderboard
Per-Agent Sparklines (Nov → Apr)
Agent × Category Heatmap (H1 Avg Score per Component)
⚠New rubric — effective July 2026. H2 uses a restructured 100-pt rubric (down from H1's 140-pt). Six metrics replace the previous nine: CSAT 25 + CRR 25 + QA 20 + 75% Response Time 12.5 + 15s First Reply 12.5 + Quiz 5. Resolution Time and standalone CCR are dropped; QA weight doubles. May & June 2026 still scored on the H1 rubric (see H1 tab).
H2 Targets & Weights
Kudos System — H2
🌟 Kudos 1 — high-CSAT & high survey volume. Per-survey bonus when CSAT and rated-chat count both clear set targets.
🌟 Kudos 2 — high chat volume & CSAT above team avg. Same per-survey mechanic, different eligibility.
🌟 Kudos 3 (NEW) — Good Chat Rate = (positive surveys: 4 or 5 ratings) / (closed cases). If your Good Chat Rate is above target AND CSAT ≥ team avg: Kudos 3 = (Agent GCR − Target GCR) × 1.
Deductions: Autofail in QA → Kudos reset to 0 · QA below target → −50% Kudos · CRR below target → −50% Kudos.
ⓘ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).H1 — Nov 2025 to Jun 2026
H2 — Jul 2026 to Dec 2026
★Combined Final Score — Nov 2025 to May 2026. Final = 60% × Performance KPI (KPI-CS rubric, normalized 140→100) + 40% × Ticket Activity KPI (/100). Roster: 6 agents present in both sources.
Combined Final Score — Leaderboard
Combined Final Score — Breakdown
📈Monthly Combined Final Score. Same 0.6×Perf + 0.4×Tix formula applied per month (Nov 2025 – May 2026). Ticket sub-scores use Volume + Solve Rate + FRT<4h + FRT Speed; consistency component uses 6-month baseline (May not yet folded into CV). Months with only one data source for a given agent show —.
Combined Final — Monthly Trend (per Agent)
Combined Final — Monthly Breakdown
🛡️ Specialist Track: Nawee is scored on the same KPI-CS rubric for transparency, but his lane (Security · Scam · AI Bot) is calibrated for general CS chat — CCR, P75 Response Time, and Resolution Time penalise depth-over-breadth work he can’t close unilaterally (cross-team .COM Security). His real performance signal is the Strategic Final (Quant + Qual + Project Kudos) below. The Combined Final number is shown for completeness, not for ranking.
⚒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 Performance Trend (chat KPI only)
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
Latest Month Leaderboard
Per-Agent Sparklines (Nov → May)
Agent × Category Heatmap (H1 Avg Score per Component)
⚠New rubric — effective July 2026. Tier B chat performance for H2 follows the same restructured 100-pt rubric as Tier A: CSAT 25 + CRR 25 + QA 20 + 75% Response Time 12.5 + 15s First Reply 12.5 + Quiz 5. May & June 2026 still scored on the H1 rubric (see H1 tab). Combined Final Score (60% perf + 40% tickets) and Strategic Final scoring will be re-derived on the new base once H2 data lands.
H2 Targets & Weights
ⓘTier B — Ticket Activity KPI — Source: Helpdesk Ticket Details (Nov 2025 – Jun 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.