design-qa-program

name	design-qa-program
description	Design a statistically meaningful QA sampling program and a tier/escalation model. Reach for this on a quality or routing question.

Skill: Design QA program

Scoring three tickets a week is theater, not quality (§3 #6).

Step 1 — Set the sampling goal

Detect real quality variation by agent/queue (§3 #6).

Step 2 — Size the sample

Enough scored contacts per agent/queue to be meaningful (§3 #6).

Step 3 — Design the rubric

Tied to FCR and CSAT outcomes, not subjective taste (§3 #4).

Step 4 — Design tiering

Route simple vs complex; not all-omni (§3 #7).

Output

A QA sampling design and tier/escalation model tied to outcomes.