Support Quality Review Kit
Judge the work, not the clock — a card a customer would recognise, a sample nobody can argue with, and one thing to change.
What it is
Replaces the speed dashboard with a judgment your customers would recognise. Defines what quality means for this business, builds the card and the sample that make a score arguable in the right way, calibrates the reviewers, turns one review into a twenty-minute conversation with a single thing to change, and reads the aggregate to tell a training gap from a bad macro. For support leads and founders who suspect their QA programme is measuring the clock.
What you receive
a defensible support quality system — a weighted scorecard of five to seven criteria with observable anchors and auto-fail conditions, a stratified sample representative rather than convenient, a calibration protocol that closes reviewer disagreement, the coaching conversation built from one review, and the aggregate read that separates an agent problem from a broken process
Delivered as a single, complete .md skill file — open it, paste it into any capable chat model, and work. No installation, no account with anyone but us.
Supported models
- Claude (Opus/Sonnet)
- ChatGPT (GPT-4o/5)
- Gemini
- any capable chat model
People reach for it when
- “how to score support tickets fairly qa scorecard”
- “customer service quality criteria with examples not adjectives”
- “how many tickets should I review per agent per month”
- “my two QA reviewers give different scores on the same ticket”
- “QA scores are high but customers still complain”
Record
lineage: first-party house build
gates passed: demand-evidence · function-fit · beats-the-blank-page
status: IN THE COLLECTION
Sale-time bench runs and the fix-or-refund log attach to this record when the payment room opens.
In the collection. The sale room is being fitted; this work goes on sale when it opens.
Join the house — be written to when sales openBack to the collectionLicense
Free-shelf works ship under the DolceDrago House License — use the outputs freely, personal or commercial; the work file itself stays with the house.