Support Ops Support Qa Scorecards

---
name: support-ops-support-qa-scorecards
description: "Calibrated rubric sampling, coaching-first reviews, and trend tracking over gotcha auditing."
---
# QA support quality without demoralizing agents

> Calibrated rubric sampling, coaching-first reviews, and trend tracking over gotcha auditing.

**Track:** 💬 Customer Support · **Domain:** Support Operations · **Level:** advanced · **~35 min**

**Who this is for:** Support Engineers, CX Leads, Helpdesk Teams, Technical Account Managers

## When to Use This Skill

Calibrated rubric sampling, coaching-first reviews, and trend tracking over gotcha auditing.
Use it whenever a matching task appears in conversation — the agent loads these instructions on demand.

## Steps

1. Rubric: accuracy, completeness, tone, process adherence — weighted by issue class
2. Sample randomly PLUS all low-CSAT tickets; calibrate reviewers monthly
3. Review as coaching conversation with self-assessment first
4. Trend agent scores over time; never rank publicly on single weeks
5. Feed systemic findings into product/KB, not just individual coaching
6. Track inter-rater agreement; drift means rubric needs revision

## Common Pitfalls

- QA as surveillance producing defensive writing styles
- Perfect scores for polite wrong answers

## Commands

**Install with skills CLI**
```bash
npx skills add aniruddhaadak80/skills --skill support-ops-support-qa-scorecards
```

**Install globally**
```bash
npx skills add aniruddhaadak80/skills --skill support-ops-support-qa-scorecards -g
```

---

Part of [aniruddhaadak80/skills](https://github.com/aniruddhaadak80/skills) · Browse all at https://skills.sh/aniruddhaadak80/skills