Support Quality Assurance Review overview

Evaluates support interaction quality through structured ticket sampling and agent performance analysis -- selecting statistically representative ticket samples stratified by channel, issue type, and agent, scoring interactions against quality rubrics covering accuracy, empathy, completeness, and adherence to process, correlating quality scores with CSAT survey responses to validate rubric effectiveness, identifying coaching opportunities and high-performer patterns, tracking quality trends by team, tier, and product area, benchmarking first-contact resolution rates and handle times against quality-adjusted baselines, and surfacing systemic knowledge gaps that drive repeat contacts. Produces weekly QA scorecard, agent coaching recommendations, and quality trend reports. Excludes agent disciplinary actions.