Services
We help support teams improve consistency, customer experience, and agent performance with structured QA processes.
What we deliver
Practical outputs that your team can implement immediately: scorecards, audit notes, reports, and coaching insights.
Email / chat ticket audits
- Sample-based ticket reviews
- Scoring against your QA rubric
- Annotated feedback and coaching points
- Common defect categorisation
Call monitoring
- Evaluation criteria & call scorecards
- Compliance checks (as required)
- Handling objections and escalation
- Actionable agent feedback
QA setup & calibration
- QA rubric design or improvement
- Calibration sessions for consistency
- Defect taxonomy and reporting structure
- Ongoing QA process support
Pricing
Transparent hourly consulting for QA monitoring and reporting.
£180 / hour
Customer Support Quality Assurance services for UK businesses.
Scope and deliverables are agreed in advance. Ongoing weekly/monthly QA reporting support can be arranged.
Common engagement formats
- QA setup: rubric + defect categories + workflow
- Weekly audits: ticket/call sampling + scorecards
- Monthly report: trends + coaching priorities
- Calibration: improve scoring consistency
How it works
A simple workflow from discovery to reporting.
Discovery
Goals, channels (email/chat/calls), and KPIs.
Rubric
Confirm scoring criteria and defect categories.
Audit
Sample reviews with feedback and coaching points.
Report
Trends, root causes, and action plan recommendations.