The Quality Assurance processes have several stages:
1. Preparation includes adjusting your Quality Settings, specifying the tickets you prefer to review, and the agents that need to be rated.
This stage is usually done in the Settings for Quality Assurance. To start your journey with the QA tool inside Kaizo, visit this link and adjust your QA Settings with our help!
2. QA rating is an essential process for anyone who has started it. By reviewing the ticket, rating it, and providing feedback to the agent, you aim for improvements in the service quality!
This feature is currently handled inside the QA House or the Kaizo Quick Access tab right inside Zendesk!
3. Post-QA is a must-be step that concludes the circle of QA processes. All the data collected in the previous stage should be reviewed, decisions made, and an action plan set for improvement.
The last stage is handled in the QA House, where all the post-rating information is gathered, analyzed, and an action plan for improvement is set!
Let's go through each of the QA Insights Dashboards together to see what information can be found and how it can be used to improve the performance of every team or agent individually!