Do you have a large QA team? Has it been difficult to manage and keep a track of what each QA resource is doing and then, comparing their results/performances? Do you typically employ multiple tools (QA tools, Spreadsheets, Notes etc.) for the same?

With Emtropy, you’re never going to have to worry about this again. Be it QA Assignments, Calibration Assignments or Grade the Grader (G2G) Assignments – we’ve got it all covered.

QA Assignments:

These are the most basic of assignments – these are meant for QA Managers to plan out and automate the admin work involved in QA checks and evaluations that a team must carry out.

Calibration

Have you wondered if your entire QA team is aligned and they’re scoring consistently? If not, there are going to be a host of problems such as - Confusion among Agents, Difficulty in adopting & understanding processes etc – all of which contribute towards a inconsistent and below-par experience for your customers.

To solve this, we have Calibration assignments. These assignments are meant to set and reinforce a standard within your QA team. Your entire QA team, anonymously reviews the same ticket(s) and once done, you have a report generated that compares the evaluations. Take this offline to close any such gaps and/or give your team kudos!

Note – This is an internal assignment only and the scores not be displayed anywhere. This does not change the ticket’s QA score.

Grade the Grader (G2G)

Do you ever check to see if your QA team is carrying out evaluations properly?

With Emtropy, you now have Grade the Grader assignments that do just this! Easily create an assignment to review a previously manually reviewed ticket – that provides an additional QA score to the ticket which is only visible via the report.

Note – This is an internal assignment only and the scores not be displayed anywhere. This does not change the ticket’s QA score.