Grading Reviewer Performance in Zendesk QA
How can I grade the performance of my reviewers in Zendesk QA?
To grade the performance of your reviewers in Zendesk QA, you can perform spot checks using a unique scorecard. This process helps ensure consistency and accuracy in your quality assurance process.
Start by creating a custom scorecard specifically for reviewing your reviewers. Add root causes into the negative ratings to track where reviewers might be going wrong. Filter your conversation list for those reviewed in the past week and leave a review for the reviewer using the new scorecard. This score is not visible to agents. You can then filter your dashboard for this scorecard to visualize reviewer performance and use the 'Categories' dashboard to identify specific areas of misalignment.
More related questions
What is the purpose of using a unique scorecard in Zendesk QA?
Using a unique scorecard in Zendesk QA allows you to specifically review the performance of your reviewers. This helps in identifying discrepancies and ensuring consistency in your quality assurance process. By creating a custom scorecard, you can…
How do I use a separate workspace and browser extension for reviewing reviewers?
To review your reviewers using a separate workspace and browser extension, you need to set up a few things in Zendesk QA. This method helps keep reviewer scores distinct from your main workspace. First, create a separate workspace in your account…
What are the benefits of using a separate workspace for reviewer evaluations?
Using a separate workspace for reviewer evaluations in Zendesk QA helps keep the scores distinct from your main workspace, ensuring clarity and organization. By creating a separate workspace, you can filter and track reviewer scores without mixing…
How can I track where reviewers are going wrong in Zendesk QA?
In Zendesk QA, you can track where reviewers are going wrong by adding root causes to negative ratings on a unique scorecard. This helps in identifying specific areas of misalignment. By filtering your dashboard specifically for the scorecard used…
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