🙋QA & Coaching

🎯 QA Rubric (5 criteria, scored 1–5)

  1. Accuracy – Did they solve the problem?

  2. Clarity – Was the answer clear?

  3. Tone – Was it respectful?

  4. Ownership – Did they take responsibility?

  5. Speed – Was it within targets?

Scores

  • 22–25 → Exceeds expectations

  • 18–21 → Meets standard

  • <18 → Needs improvement

🧑‍🏫 Coaching Process

  • Managers review 5 random tickets per staff per week.

  • Share feedback in 1:1 coaching (what went well + 1 thing to improve).

  • Pattern of low QA = training session or role review.

PreviousCommandsNextPage

Last updated