Introducing Mentor Cards 🎓

Mentor Cards are a new coaching type designed for mentorship and buddy programs. This feature enables senior team members to provide structured, trackable mentorship to junior colleagues – all while maintaining complete separation from quality and performance review data.

What Are Mentor Cards?

Mentor Cards allow you to formalize and track mentorship interactions within your team. Unlike traditional Coaching Cards (which focus on performance feedback based on QA ratings), Mentor Cards are designed for:

• Buddy programs for new hires
• Peer mentorship initiatives
• Skills development coaching
• Knowledge transfer programs

Key Features

Separate Coaching Type – Mentor Cards are completely distinct from performance-based Coaching Cards, keeping mentorship focused on development rather than evaluation.

Structured Sessions – Each Mentor Card includes preset templates, date range selection, context fields, feedback sections, ticket references, and follow-up tasks.

Granular Permissions – Mentors can create Mentor Cards without accessing quality scores, performance metrics, QA ratings, or historical reviews.

Manager Visibility – Team leaders can track mentorship program participation and monitor completion rates.

CRM Integration – Reference specific tickets from your CRM (Zendesk, Salesforce, etc.) for practical, context-driven coaching.

Where to Find Mentor Cards

Creating: Team House → Select team member → Create Coaching → Select "Mentor Card"

Viewing: All Mentor Cards appear in Team House under each agent's Performance Journey, labeled with a green Mentor Card icon.

Setting Up Mentor Cards

Step 1: Create a Custom Role for Mentors

1. Go to Settings → People and Permissions → Roles tab
2. Click "+ Create custom role"
3. Name your role (e.g., "Mentor")
4. Select an origin type (typically Agent role)
5. Enable "Create Mentor card" permission
6. Save

Step 2: Assign Mentors to the Role

1. Go to Settings → People and Permissions → People tab
2. Find and select team members who will be mentors
3. Add the custom Mentor role
4. Save

Step 3: Configure Templates (Optional) Work with your Kaizo CSM to set up predefined templates tailored to your program.

Need Help?

• Email: support@kaizo.com
• In-app chat: Click the help icon in Kaizo
• Your CSM: Schedule time with your dedicated Customer Success Manager