🕵🏼 QA Verification: Double-Check Your Quality Ratings

Ever wonder if your QA Experts are hitting the mark with their ratings? QA Verification is here to give you peace of mind. This feature lets managers perform spot-checks on ratings from QA Experts and Team Leads— think of it as quality assurance for your quality assurance.

What is QA Verification?

QA Verification allows you to re-rate a random selection of ratings completed by a QA Expert or Team Lead. It's designed to ensure your reviewers are following the right processes and maintaining consistency across evaluations. Once you've submitted your verification rating, you'll instantly see how it compares to the original—giving you clear insight into alignment and accuracy.

Setting Up QA Verification

Getting started is straightforward. Head to Settings → Quality Assurance → Assignments (the same place you set up your regular QA Assignments).

Create Your Assignment Rule

1. Click + Create assignment rule to open the setup template.
2. Under Type, select QA Verification—this is what distinguishes it from standard QA assignments.
3. Configure your Participants:
   • Reviewers: Choose the users who will perform the verification (for example, your QA Manager).
   • Who will be reviewed: Select which QA teams or individual QA Experts should have their ratings reviewed.

1. Optional: Fine-tune your setup by filtering based on CSAT results or contact reasons. This isn't required, but it's useful if you want to focus on specific scenarios.
2. Set the number of QA Verification ratings that need to be completed.
3. Save your assignment rule—you're all set!

Performing QA Verifications

Ready to start verifying? Here's where the action happens.

1. Navigate to QA House → Rate (dropdown) → Assignments.
2. On the Assignment page, you'll see both your regular QA Assignments and your new QA Verification rule.
3. Click Rate to receive a randomly selected case to review. The rating interface will look familiar—it's the same view you know from standard ratings.
4. Complete your evaluation and click Submit.

📝 Reviewing Your Results

Here's where things get interesting. After submitting your verification rating, you'll immediately see:

• The comparison between your rating and the original
• The match rate, showing how closely your assessment aligned with the QA Expert's / Team Leads's

Need more context? If the original reviewer left any notes, you can access them by clicking the arrow icon on the right side of the screen.

With QA Verification, you're not just trusting the process—you're validating it. It's a simple way to maintain high standards, coach your QA team / Team Leads effectively, and ensure everyone's on the same page.

Questions? Reach out to our support team—we're happy to help!