How to set up a QA scorecard in Kaizo?

There are several reasons to invest your time in researching and building your own QA Scorecard:

• A freshly created QA Scorecard will focus on your company's individual needs and areas of focus.
• The scorecard will be a "map" for the QA team to spot trends immediately.
• Evaluating and comparing the results to the expected ones will give you a significant advantage when working with agents individually or in groups.

Although the Kaizo App has a built-in quality tool, we offer complete freedom. You decide what points are important to you and which ones have less impact on your customers' journey.

🚨Note: The "Kaizo Scorecard" is a pre-designed setting that can help you get started. However, our scorecard is customizable.

To customize your scorecards in Kaizo navigate to 'Settings' > 'Quality Assurance'. Under the 'QA scorecards' you can take a look at our sample scorecards, rename them, adjust categories or add more scorecards by clicking the "+" sign.

1. Define total points 

You can rate your QA scorecards in two ways: Deducting points from an Agent's QA rating or Accumulating points to the QA rating.

• If you use the Deduction setup, your QA ratings will start with 100 points, and you will deduct points for mistakes.
• If you use the Accumulation setup, your QA ratings will start with 0 points, and points will be added up to 100 as the rating continues.

2. Category limits and points for criteria

When setting up your QA scorecard in Settings, the QA Admin should define the limit or the maximum number of points for each category.

💡Note: If you use the Deduction QA Scorecard type, the limits of your categories should be within the negative maximum category limit — 0. You need to show the maximum value of the mistakes that your agent can make for this category.

💡Note x2: If you use the Accumulation QA Scorecard type, the limits of your categories should be within 0, the positive maximum category limit. You need to show the maximum value of the points that your agent can make for this category.

Even if the sum of the points is bigger than the category limit, we will represent only the maximum defined points from the Settings.

3. Define the "Critical Mistake" category if necessary

The same works for the "Critical Mistake" criteria. In Settings, you can define the category with the maximum QA scorecard points in the negative and several criteria with the maximum QA scorecard points in the negative.

Regardless of how well the ticket was handled, if one or more of the Critical Criteria were clicked, the ticket automatically gets a 0 for IQS.

4. Add a description to your criteria

You can add a description to your criteria. It's not a best practice to over-explain in the criteria name. Adding a description gives agents more information about what each rating criterion means.

When agents want more information, they can simply hover over the question mark icon. This will trigger a pop-up with your assigned criteria description. 

If you need more advice on how to create the best QA Scorecard for your team, visit this article!

 Flexibility to mark certain criteria as "N/A"

You can mark certain criteria as "N/A" when evaluating tickets.

Simply select one of the categories. For example, select Case Handling go to Criteria -> Criterion Setup and mark Allow flagging as not applicable (N/A). 

5. Rate tickets using the new scorecard in QA House -> Rating tab

To learn more about how to do the QA rating, visit this article! 

For more help, you can also schedule a call with our specialist, or simply drop us any question via email: support@kaizo.com