The Scenario
You are doing weekly QA (Quality Assurance). You are reviewing an email where an agent replied to a customer asking how to change their password. The agent gave the correct technical answer but sounded robotic and forgot to link to the Help Centre.
The Brief
Grade the provided interaction (invent the agent's email) using a 5-point rubric. Provide constructive feedback for the agent.
Deliverables
- The simulated customer query and the agent's response
- Completed QA Rubric scoring: Accuracy, Tone/Empathy, Efficiency, Spelling/Grammar, Next Issue Avoidance
- A short, constructive feedback message to the agent (how to improve next time)
Submission Guidance
Feedback should be actionable. "Do better on tone" is bad feedback. "Try adding a greeting and acknowledging their frustration before giving the steps" is good feedback.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.