Design Qa Program

---
name: design-qa-program
description: "Design a statistically meaningful QA sampling program and a tier/escalation model. Reach for this on a quality or routing question."
---

# Skill: Design QA program

Scoring three tickets a week is theater, not quality (§3 #6).

## Step 1 — Set the sampling goal
Detect real quality variation by agent/queue (§3 #6).

## Step 2 — Size the sample
Enough scored contacts per agent/queue to be meaningful (§3 #6).

## Step 3 — Design the rubric
Tied to FCR and CSAT outcomes, not subjective taste (§3 #4).

## Step 4 — Design tiering
Route simple vs complex; not all-omni (§3 #7).

## Output
A QA sampling design and tier/escalation model tied to outcomes.