RE: Genpact HR | Notice to Explain

Dear Mam/Sir,

In response to the Notice to Explain (NTE) I received last May 10, 2023 regarding my repeated
compliance defects for three consecutive months, I am writing this letter to explain my side in regards to
the said compliances.

On 18th of February 2023, I received a compliance fail due to not utilizing unlock link button even though
the user (customer) is having a difficulty in the said chat transcript, I am aware that there is a known issue
with the resend unlock button but I did not know that there was a task ID for the said issue, so my thinking
as a customer service representative is to protect the company or the account in regards to the error by
still giving other resources or steps that the customer can do since we can’t help them by using this tool. It
was stated on the chat conversation that if in any case the email or the sent unlock link did not work or
were unable to find the email, they are advised to submit an ID so they can receive a new unlock link to
their email.

On 05th of April 2023, I then received another compliance fail due to sending a pending survey spiel
instead of sending the end chat spiel for escalating the case to tier 2. I know that my mistake and
negligence of sending a wrong spiel is not acceptable and I am really sorry about it but I was able to tag
the case “done” properly as per process of escalating the case to tier 2. And I was able to follow my
action plan for this behavior after the coaching session with the QA and my FLM.

In the months of March and April, I also received a two (2) compliance fail for not deleting the PII on the
chat. In these two cases, there is a bug or error on the system that sometimes the whole chat transcripts
or some of customer’s response is not showing on our end, so I honestly wasn’t able to see or know that
there was a PII (email address) when I took the chat, hence I wasn’t able to delete it and inform the
customer to delete it as well on her/his end. I know that this is my chat and my audit but I am honestly
speaking that the PII is not showing on my end when I took the chat and I even constantly refreshing the
system since I have this instance of QA fail last March, I am taking seriously of my action plans and I am
making sure that I am committed on following the said action plans whenever I have a coaching
opportunity like this.

I thank you in anticipation for considering and reviewing this. Should you consider affording another
chance and absolve me for this offense, rest assured that I would be more observant of my work and
other work-related responsibilities.

Regards.

Danica Buar
740031967
Process Associate