Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM) |
This article describes how to grade the performance of your reviewers in Zendesk QA. By performing spot checks, you can monitor and identify any discrepancies in your reviewers' completed work. This helps ensure consistency and accuracy in your quality assurance process.
This article contains the following sections:
Using a unique scorecard
This section describes how to use a unique scorecard to review your reviewers.
To use a unique scorecard
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Create a custom scorecard that you will use to review your reviewers.
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Add root causes into the negative ratings. This allows you to track in dashboards where the reviewers are going wrong. Example of root causes for “Review Accuracy”:
Note: The “Category A/B/C” etc. should be named after the categories in your regular scorecard.
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Filter your conversation list for conversations that have been reviewed in the past week.
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Leave a review for the reviewer using the new scorecard. Note: Agents will not see this score in their view.
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Filter your dashboard specifically for this scorecard to visualize how your reviewers are performing.
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Use the ‘Categories’ dashboard to dive deeper into where the reviewer is misaligned (e.g., scoring too high or low for a specific category).
This method gives your reviewers their own Internal Quality Score (IQS) that is traceable in the dashboard. It's easy to spot check whenever you like without the need for calibration sessions.
Using the extension, separate workspace, and scorecard
This section describes how to use the browser extension, a separate workspace, and a unique scorecard to review your reviewers.
To use the extension, separate workspace, and scorecard
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Create a separate workspace in your account. This is where the reviews for the reviewers will go.
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Create a unique scorecard for reviewing your reviewers (same as the previous method).
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Filter your main conversation list for conversations that have had a review in the last 7 days (in your regular workspace).
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Open the browser extension and ensure it's set to your new separate reviewers workspace.
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Select the reviewer in the extension to leave the review for (not the agent).
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Complete the review.
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Filter your dashboard by workspace so none of your ‘review the reviewers’ scores will be on your main workspace dashboard.
Reviewers' scores are in their own workspace, so results do not get mixed. This method gives your reviewers an IQS that can be tracked in the dashboard for that workspace.
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