QA CALIB

QA Calibration

Open Ended

Could you share your thoughts on what a Quality Analyst does?

Let's start auditing!

Open Ended

After reviewing the email exchange, what was the first thing you noticed?

Let's evaluate how the ticket was handled as a team.

Multiple Choice

Grammar & Spelling

Evaluate the message for grammar and spelling errors.

NOTE: This category is currently all or nothing!

• Agree

• Disagree

Multiple Choice

Relevance & Content

Evaluate that the CSR’s message contents are coherent to the customers’ needs and that the message did not negatively impact the customer’s interaction with RYZE.

• Neither Agree Nor Disagree

• Agree

• Disagree

Multiple Choice

Procedure Compliance

Evaluate whether the CSR adhered to all documented company policies/procedures to appropriately address the customer’s issue/concern. This includes back-end functions.

• Neither Agree Nor Disagree

• Agree

• Disagree

Multiple Choice

Resolution/Next Steps

Evaluate whether the CSR offered appropriate next steps such as necessary instructions, follow-up actions, or additional resources in a timely manner.

• Neither Agree Nor Disagree

• Agree

• Disagree

Multiple Choice

Structure & Organization

Evaluate the formatting and readability of the message. Evaluate if it has clear introduction, body and conclusion. Determine if the information is presented in a logical and easy-to-follow manner.

• Neither Agree Nor Disagree

• Agree

• Disagree

Multiple Choice

Tone & Personalization

Evaluate the tone of the interaction. Assess wether the language used is within RYZE’s guidelines. Evaluate if the CSR personalized their message by addressing the customer by name and using a tone that reflects a human connection.

• Neither Agree Nor Disagree

• Agree

• Disagree

Multiple Choice

Clarity & Conciseness

Evaluate if the message contains any unnecessary jargon, wordiness or ambiguity/vagueness.

• Neither Agree Nor Disagree

• Agree

• Disagree

Open Ended

How did you feel about the score we've given the ticket?

Open Ended

How important is it to be receptive to feedback in improving performance?

Multiple Choice

Do you find the coaching or feedback provided to you helpful or sometimes irrelevant?

• Sometimes helpful, sometimes irrelevant.

• Not helpful at all.

• Rarely helpful.

• Always helpful.