Choose Your Level
Pick the difficulty that matches where you are. You can come back and try a harder level later.
Grade a Support Interaction
Evaluate an agent's email response using a standard QA rubric.
Design a QA Rubric
Create a QA scorecard for a newly launched WhatsApp support channel.
Lead a QA Calibration Session
Resolve a dispute where two team leads graded the same ticket differently.
Quality Assurance (QA) Support Ticket Review Scorecards
Support QA audits maintain brand standards, accuracy, and policy compliance across support interactions. QA specialists prove capability by designing QA review rubrics, conducting agent calibration sessions, auditing sample ticket batches, and providing 1-on-1 coaching feedback.
1. Support QA Ticket Review Scorecard Rubric
Evaluation rubric scoring Soft Skills (Empathy, Tone), Compliance (Privacy, Verification), and Technical Accuracy.
2. Agent Performance Calibration Audit Log
Monthly QA audit log recording agent evaluation scores, failed mandatory compliance auto-fails, and team averages.
3. 1-on-1 QA Coaching & Feedback Guide
Coaching template for reviewing QA ticket audits with agents and setting actionable performance goals.
Frequently Asked Questions (Quality Assurance & Ticket Review)
What are auto-fail items in a support QA scorecard?
Auto-fail items are critical compliance breaches (e.g. sharing PII without identity verification, abusive language, or severe security violations) that result in a 0% score for the ticket.
How many tickets should be audited per agent per month?
A standard QA sampling rate is 3 to 5 random tickets per agent per month, representing a cross-section of email, chat, and phone channels.
What is a QA calibration session?
A meeting where QA reviewers and team leads evaluate the same sample ticket independently, then compare scores to ensure consistent grading standards across reviewers.
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