Before starting to utilise the Quality Assurance tool, we need to make sure that we first set up the tool in a way that meets our needs.
There are several reasons why it is important to review the Settings before defining the QA workflow:
- You ensure that your QA team is reviewing enough cases to understand the current level of support quality
- You make sure that your QA team has a proper number of ratings to complete and nobody is getting burned out
- You are focusing on receiving only quality data, not just accepting random work
When it's your first time visiting Settings for Quality Assurance, you can see 3 tabs that you would need to review and adjust to your personal company needs.
1. Tickets Funnel
How many tickets do you want to be evaluated each week?
When you set this value, Kaizo will automatically provide random tickets handled or solved by the agent for that week in your Scorecard.
Steps to follow:
- Open "Settings" in the top right corner of your Village.
- Select Quality Assurance, and this view will open:
You can choose what type of tickets you want to see on your Scorecard:
- Solved and handled tickets: This includes all tickets where an agent left a comment (whether it's internal or external), which will be shown on the Scorecard for evaluation.
- Solved tickets: Only tickets that have been solved by this agent will be shown on the Scorecard for evaluation. (Note: the agent may not have replied to the customer in the ticket but only solved it/merged it with another one, yet it will still be shown on the Scorecard for evaluation)
The next step in your QA setup will be deciding how many tickets you want to rate each week. You have two options:
- Set a number of tickets to rate.
- Set the percentage of all solved/handled tickets. For instance, if your agent solved 100 tickets the previous week and you set a minimum of 10% of tickets solved to rate, this will give a total of 10 random tickets to rate on the Scorecard.
Pro-Tip: Try setting realistic numbers of tickets to rate per week. Avoid rating all the tickets your agent worked on, as it's better to provide detailed and focused feedback rather than just a rating.
Pro-Tip x2: Rate enough tickets to see the agent's actual performance. For example, if your agent solved 100 tickets during the previous week, but you rated only one, you wouldn't get a good understanding of the agent's performance (that ticket could be either very good or very bad, which means you won't be objective in your rating). We recommend rating 5%-10% of all tickets that your agents have handled. This will ensure objective feedback and a realistic QA rate.
2. QA Scorecards
The next important step is to determine "what we will rate our agents on?" To help you with that, we have created a fully customizable QA Scorecard that you can create!
Scorecards can be created per channel, team, role, or overall case handling. Depending on how the teams are organized, you can define the best QA setup. For each ticket to be rated, QA experts can select the best Scorecard to use.
Creating a QA Scorecard is a vital process, as all your insights and knowledge will come from the criteria and categories that you have defined in this part of Settings.
If you want to learn more about the technical side of setting up the QA Scorecard, you can visit this link.
Do you want more insights? Check out our e-book with 10 QA scorecard examples and practices to avoid when building your QA Scorecard.
3. IQS Targets
It's essential to have a goal in everything we do, and QA is no exception. To set this goal inside Kaizo and make it visible to your agents and team leads inside the QA House, you need to visit this last part of the QA Settings.
When setting up your IQS target, be sure to check their current Average IQS score calculated for the past 30 days - this will give you a better understanding of how the team is performing, and what IQS target will be most appropriate.
Set it up and go check how your agents are performing based on the defined target! To learn more about where this dashboard can be found, follow this link!
Note: The Quality Assurance Settings are only available for users with the Admin or QA Admin role.
After reviewing and adjusting your Quality Assurance Settings, you can finally start QA-rating tickets! Visit our Help Center articles and see how to start your QA processes and post-QA processes together with Kaizo!
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