Roll out your new quality assurance process - Deepstash
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Onboarding Matters

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Roll out your new quality assurance process

Launching a successful QA process needs the right environment for the team and training on how to review effectively.

  • Build trust and psychological safety within the team to help with identifying and improving quality issues.
  • Share your rubric and discuss quality as a team. Listen to your team's perspectives and understand together what quality service looks like.
  • Train reviewers on giving good feedback that is specific and includes suggestions for improvement.
  • Begin your chosen review process and pay attention to any confusion or training issues.
  • Share feedback and take action.


23 reads


Select a quality assurance review process

Quality assurance can take many forms. The right choice will depend on your team size, conversation volume, and resources.

Four common options include:

  • Leader reviews. Team leaders review their direct reports' work or a manager reviews work ...


26 reads

Consider which conversations you'll review

You cannot realistically review every customer interaction. Below are some suggestions, so use what works for you.

  • Random sampling. Pick whichever conversations pop up from your QA tool.
  • New team members' conversations.


31 reads

Define customer service quality for your company

Collect data from the following sources:

  • Your company and team values.
  • Your customer service vision or philosophy.
  • Existing CSAT and NPS comments that focus on positive or negative customer service interactions.


56 reads

Select a quality assurance tool

A simple spreadsheet scorecard is better than not reviewing interactions at all. However, if a spreadsheet is no longer working because of higher volumes, larger teams, or a need for better reporting, consider one of the customer service quality assurance tools on the market.



31 reads

Measuring the quality of customer service

Measuring the quality of customer service

Customer satisfaction and customer service quality are not the same things.

A smiley face in your post-service feedback survey does not mean you gave your customers great service. They might love the product and consider the service okay enough. Or they...


46 reads

Create a customer service quality rubric

A rubric is a list of criteria that you can measure a customer service answer against.

A rubric might include these areas:

  • Voice, tone, and brand: Does the answer feel like it comes from our company?
  • Knowledge and ac...


72 reads




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