Quality Assurance

Sampled interactions scored across ten categories so the roofing client knows exactly how their customers are treated.

Reviews this month

8

Sampled interactions

Average score

93.2

Target 92+

Pending review

3

Awaiting a reviewer

Coaching flagged

2

Follow-up required

Average score by category
Where the team is strong and where coaching is needed
CustomerReviewerCoachingStatus
QA-880
CL-4821
CL-4821 — new roof inquiry
CallMarissa DelgadoAna SantosSofia LimAug 196NoApproved
QA-881
CL-4825
CL-4825 — property damage complaint
CallDean KowalskiAna SantosSofia LimAug 193
Required
Coaching required
QA-882
CL-4823
CL-4823 — claim payment question
CallHollis BarnettClaire MendozaSofia LimAug 198NoApproved
QA-883
APT-2042
APT-2042 — Facebook booking
Appointment bookingGrant WhitmoreJames CruzSofia LimAug 1—NoPending
QA-884
LD-3409
LD-3409 — qualification attempt
Lead qualificationBianca OrtizMark ReyesSofia LimAug 1—NoPending
QA-885
CV-9003
CV-9003 — claim breakdown email
EmailHollis BarnettClaire MendozaSofia LimAug 195NoApproved
QA-886
CS-5507
CS-5507 — schedule concern
Customer service caseVince OttingerMark ReyesSofia LimJul 3184
Required
Returned for correction
QA-887
CV-9010
CV-9010 — warranty chat
ChatSandra PhamAna SantosSofia LimAug 1—NoPending

Fictional QA reviews. Submitting a scorecard updates the score, status and category averages above.