Build a QA rubric for reviewing support conversations: the dimensions that matter, scoring anchors, and coaching-oriented review cadence.
Build a support QA rubric. Context: {{context}} (team size, channels, what great looks like for us, current quality worries: {{worries}}).
Rubric dimensions (5-6): resolution correctness (did they actually fix it — weight this highest), completeness (answered everything asked, anticipated the next question), tone (our voice, matched to customer emotion), efficiency (no ping-pong that a fuller first reply would prevent), and process (tagging, escalation, documentation). Per dimension: 1-3-5 anchors with example phrases. Then the system: how many conversations reviewed per person per {{cadence}} (small honest samples beat big resented ones), calibration (two reviewers score the same ticket monthly — drift check), and the coaching rule: reviews feed 1:1 conversations, never spreadsheet ambushes; the agent sees every review of their work.
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