Support AI Skill

Quality Assurance

Monitor, score, and improve support agent performance through conversation sampling, quality rubrics, calibration sessions, and targeted coaching plans. Use when building QA scoring frameworks, configuring conversation sampling, setting up calibration sessions, or creating agent coaching workflows. Triggers on phrases like 'quality assurance', 'QA scoring', 'conversation sampling', 'agent coaching', 'quality rubric', 'calibration session', 'performance monitoring', 'agent scorecard', 'QA audit', 'call monitoring', 'conversation scoring'.