Quality assuranceQAScoringCoaching
IT Support Quality Assurance Program
workro desk team·6 min read·20 June 2027
QA Program Structure
- Sampling: Review 10% of resolved tickets per agent
- Scoring criteria: Accuracy, communication, SLA compliance, documentation
- Scoring scale: 1-5 per criteria, weighted average
- Coaching: Discuss results with agents monthly
- Recognition: Celebrate high scores
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