The Scenario
Your company (a local ISP) just launched WhatsApp support. The current email QA rubric doesn't work because WhatsApp requires shorter, faster, more conversational replies. Management wants a new QA scorecard specifically for chat.
The Brief
Design a QA rubric for the WhatsApp channel. Define the criteria, the weighting, and what constitutes a "Fail", "Pass", and "Excellent" for each criterion.
Deliverables
- A QA scorecard with 4 to 6 criteria specific to live chat/WhatsApp
- Weighting for each criterion (totaling 100%)
- A definition guide: exactly what an agent must do to score "Excellent" vs "Fail" on the heaviest weighted criterion
- One "Auto-Fail" condition (a mistake so bad the whole ticket scores zero)
Submission Guidance
Email values thoroughness; chat values speed and conciseness. Your rubric should reflect this shift in channel dynamics.
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.