Support Quality Assurance (QA) is the systematic internal process of reviewing customer interactions to ensure they meet defined organizational standards for accuracy, empathy, tone, and process adherence. Effective QA provides a "Sanity Check" on top-line metrics like CSAT, revealing the "Why" behind the data and identifying systemic training or product gaps.
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What are the 4 dimensions of a Support QA Scorecard?
1) Accuracy: Was the solution correct? 2) Process: Were tags and internal procedures followed? 3) Presence: Was the tone empathetic and brand-aligned? 4) Resolution: Was the issue truly solved (FCR)? Each should be weighted based on your team's current strategic focus.
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How many tickets should be reviewed in QA?
Traditional sampling is 2-5% of total volume. However, the modern trend is "Strategic Sampling"—prioritizing the review of "Angry" tickets (low sentiment), high-value enterprise escalations, and 1-star CSAT responses to find the highest-impact learning moments.
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What is "QA Calibration" and why is it mandatory?
Calibration is where different scorers (Managers/Leads) review the same ticket and compare scores. This ensures that an "80%" from Manager A means the same thing as an "80%" from Manager B, eliminating "Scorer Bias" and ensuring fairness for the agents.
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How is AI changing the QA landscape?
AI-powered QA tools can now "Scan 100%" of tickets for basic compliance (greeting, grammar, policy mention). This allows human QA specialists to focus 100% of their time on "Nuanced Feedback"—coaching agents on empathy, complex troubleshooting, and tone.
Knowledge Challenge
Mastered Quality Assurance (QA) in Support? Now try to guess the related 5-letter word!
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