⚡AgentSkills
💬 Customer Support · Support Operations

QA support quality without demoralizing agents

Calibrated rubric sampling, coaching-first reviews, and trend tracking over gotcha auditing.

advanced~35 minSupport EngineersCX LeadsHelpdesk Teams

Steps

  1. 1Rubric: accuracy, completeness, tone, process adherence — weighted by issue class
  2. 2Sample randomly PLUS all low-CSAT tickets; calibrate reviewers monthly
  3. 3Review as coaching conversation with self-assessment first
  4. 4Trend agent scores over time; never rank publicly on single weeks
  5. 5Feed systemic findings into product/KB, not just individual coaching
  6. 6Track inter-rater agreement; drift means rubric needs revision

Common Pitfalls

  • ▲QA as surveillance producing defensive writing styles
  • ▲Perfect scores for polite wrong answers

Commands

Install with skills CLI
$ npx skills add aniruddhaadak80/skills --skill support-ops-support-qa-scorecards
Install globally
$ npx skills add aniruddhaadak80/skills --skill support-ops-support-qa-scorecards -g

Tags

#quality-assurance#coaching#metrics#customer-support#support-ops

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