Evaluating the performance of reviewers

Evaluating the reviews completed by your reviewers in Zendesk QA is an important part of a consistent and accurate QA process. By performing spot checks, you can monitor and identify any discrepancies in your reviewers' work. You can think of this as “grading the grader.”


What's my plan?







Add-on

Quality Assurance (QA) or Workforce Engagement Management (WEM)








Verified AI summary ◀▼


Evaluate your reviewers' performance by creating a unique workspace and
scorecard to monitor discrepancies in their work. Creating a separate
workspace
ensures your reviewers can't see the reviews left on their peers. This
approach also provides traceable Internal Quality Scores and
insights into areas needing improvement, without immediate calibration
sessions. Filter dashboards to visualize and analyze reviewer performance
effectively.







Location: Zendesk QA > Settings > Scorecards

Evaluating the reviews completed by your reviewers in Zendesk QA is an
important part of a consistent and accurate QA process. By performing spot checks, you
can monitor and identify any discrepancies in your reviewers' work. You can think of
this as “grading the grader.”
This article explains how to create a unique workspace and scorecard to limit
review visibility among peers and generate a reviewer-specific Internal Quality Score (IQS), which is
traceable in workspace dashboards, without the need for immediate calibration
sessions. It also covers how to use the browser extension to review your reviewers.
This article contains the following topics:


Creating a grade
the grader workspace and scorecard
Finding reviewers' conversations
to review
Reviewing your reviewers
using the browser extension
Monitoring your
reviewers' performance


Related articles

Setting up calibration in Zendesk QA



Creating a grade the grader workspace and scorecard

To monitor and identify discrepancies in your reviewers' work, start by creating a
unique workspace and a custom scorecard to review their performance.
To create a workspace to evaluate reviewers



Create a unique workspace in your
account. For example, you can name it “Grade the grader”.

Add reviewers as agents to your
"Grade the grader" workspace. This limits their visibility to their own
reviews only.



To create a scorecard to evaluate reviewers
In Quality assurance, click your
profile icon in the top-right corner.
Click Settings ( ).
In the sidebar under Account, click Scorecards.
Click Create and select Scorecard.
Enter a Name for the scorecard, for example, you can name
it “Spot-check”.
Under Workspaces, select the workspace for reviewing
reviewers that you created earlier.
Under Workspaces with AutoQA enabled make sure No
workspaces is selected.
Click Add a group section.
Add three binary categories to the
Spot-check group. For example:
Comment quality
Review accuracy
Review time



Select Add root causes to explain rating and add Root causes for Negative
ratings ( ) for each category in
the scorecard used by the reviewer to perform reviews:
[Category name]: Score too high
[Category name]: Score too low

Where [Category name] is replaced with the name of the
respective categories in the scorecard used by the reviewer to perform
reviews. For example: Tone Score too high; Tone Score too low.
This lets you track in dashboards where the reviewers are
diverging.

Configure any other settings for each category within the scorecard as
needed.
Click Apply.
Click Publish.





Finding reviewers' conversations to review

To find conversations to review, select the appropriate workspace and filter your
conversation list to show those reviewed by your chosen reviewers in the past week,
for example.

To find your reviewers' conversations using filters
In Quality assurance, click Conversations
in the sidebar.

Filter your conversation list to
show conversations your selected reviewers reviewed in the past week, for
example.
Open the reviewer's conversation you want to review.





Reviewing your reviewers using the browser extension

Using the browser extension and the new scorecard, you can now leave a review for the
reviewer. The extension lets you keep the scorecard open alongside completed reviews
for easy reference.
To review your reviewers

Install the Zendesk QA browser extension.
Open the browser extension and make sure it’s set to your new separate
"Grade the grader" reviewers workspace.
Under Review this conversation, select the reviewer you’re
reviewing as the Assignee (not the agent), and enter details to identify
this review.
Select your “Spot-check” scorecard.
Keep the conversation you want to review open in the browser so you
can see its details, then complete the review using the extension.

Click Submit.




Monitoring your reviewers' performance

You can now filter your dashboards for your ‘Grade
the grader’ workspace scores and your “Spot-check” scorecard.
To monitor your reviewers using dashboards



Filter your Reviews dashboard
specifically for this scorecard to visualize how your reviewers are
performing.

Use the Categories dashboard to dive
deeper into where the reviewer is misaligned (for example, scoring too high
or low for a specific category).




{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043661635226-Evaluating-the-performance-of-reviewers",
"url": "https://support.zendesk.com/hc/en-us/articles/7043661635226-Evaluating-the-performance-of-reviewers",
"headline": "Evaluating the performance of reviewers",
"description": "You can create a dedicated workspace and custom scorecard to evaluate and monitor the accuracy and consistency of your reviewers' performance through spot checks and dashboard analysis.",
"articleSection": "Using Zendesk QA for coaching",
"datePublished": "2024-04-10T01:21:48+00:00",
"dateModified": "2026-03-20T18:42:24.678497+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043661635226-Evaluating-the-performance-of-reviewers"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"