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.”


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Evaluate your reviewers' performance by creating a unique workspace and scorecard to monitor discrepancies in their work. Use the browser extension to review them without their knowledge, ensuring their scores remain separate. This approach 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 keep
the review process anonymous for your reviewers. It also covers how to use the browser
extension to review your reviewers. Reviewers' scores stay within their own workspace,
so results don't get mixed. This method gives your reviewers their own Internal Quality Score (IQS), which is
traceable in the workspace dashboards, without the need for immediate calibration
sessions.
This article contains the following topics:


Creating a grade
the grader scorecard
Monitoring your
reviewers' performance
Reviewing your
reviewers


Related articles

Setting up calibration in Zendesk QA



Creating a grade the grader 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 scorecard to evaluate reviewers



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

Create a separate scorecard for
reviewing your reviewers. 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.





Monitoring your reviewers' performance

You can now filter your conversation list to show conversations reviewed in the past
week. You can also filter your dashboards specifically for this scorecard to
visualise how your reviewers are performing.

To monitor your reviewers using conversation filters
In Quality assurance, click Conversations
in the sidebar.

Filter your conversation list for
conversations that have been reviewed in the past week.


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).





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

In Quality assurance, click Conversations
in the sidebar.

Filter your conversation list for
conversations that have been reviewed in the past week.
Install the Zendesk QA browser extension.
Open the browser extension and make sure it’s set to your new,
separate reviewers workspace.
In the extension, select the reviewer you're leaving the review for (not the
agent).
Complete the review.




Tip: You can now filter your dashboards by workspace
for your ‘review the reviewers’ scores.



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