Zendesk Quality Assurance (QA) Implementation Scope

Time Allocation: 10 Hours

CX Experts will implement Zendesk QA, an AI-powered add-on for systematic ticket reviews, agent coaching, and continuous improvement of support quality. This includes configuring evaluation forms, auto-scoring rules, sampling methods, and native dashboards with automatic metric linkage. Implementation covers admin setup, form customization, integration with ticketing, testing, agent/supervisor training, and verification of real-time QA insights.

Evaluation Forms Configuration

• Custom QA forms: Build scorecards with weighted criteria (e.g., accuracy 30%, empathy 25%, resolution 20%) using dropdowns, yes/no, text fields, and auto-fill from ticket data.
• AI auto-scoring: Enable generative AI to pre-populate scores and comments based on ticket content, agent replies, and CSAT; supervisors review/edit.
• Sampling rules: Set review triggers—random (10% of closed tickets), high-risk (low CSAT), targeted by agent/team/channel, or manual selection.

Review Process and Workflows

• Review assignment: Configure auto-assignment to supervisors by team, with due dates, notifications, and bulk actions.
• Agent feedback: Activate in-app notifications linking to QA scores, coaching notes, and action plans; enable agent self-review option.
• Calibration sessions: Set up team calibration tools for consistent scoring across evaluators using sample tickets.

Coaching and Improvement Tools

• Action plans: Link QA scores to automated coaching templates, training recommendations, and follow-up evaluations.
• Benchmarking: Enable agent/team comparisons against historical averages and top performers.
• CSAT integration: Auto-pull post-resolution scores into QA forms for holistic evaluation.

Native Dashboards Setup

• QA dashboards: Provision access via Admin Center > Quality Assurance > Reports.

• Key dashboards configuration:

  Dashboard	Metrics Tracked	Automatic Linkage
  Overall QA Scores	Average scores by criteria, trends over time	All reviewed tickets
  Agent Performance	Individual scores, improvement gaps	Agent assignments​
  Review Cycle Time	Completion rates, backlog	Supervisor activity
  Form Effectiveness	Score distribution, inter-rater reliability	Calibration data

   

   

Deliverables: Custom QA forms (3-5 forms), auto-scoring validation on 100 test tickets, review workflow testing, 2-hour supervisor training + 1-hour agent training session, dashboard walkthrough, and handover documentation.