Support Quality Auditor
Audit support interactions against quality rubrics and coaching recommendations
What You Can Do
This skill audits support interactions using customer support-specific evaluation frameworks that assess tone, empathy, technical accuracy, resolution quality, and compliance adherence. You receive detailed scoring against rubrics, identification of coaching opportunities with actionable feedback, compliance verification against regulatory requirements, and quality trend analysis to improve overall team performance.
Features
assesses customer-facing language for professionalism, empathy, and alignment with brand voice
validates technical correctness and confirms customer issues are fully resolved
checks interactions against GDPR, CCPA, and industry-specific regulatory requirements
generates specific, actionable feedback tied to quality gaps and performance opportunities
applies standardized evaluation criteria consistently across your QA cycles
produces performance records suitable for QA team alignment and agent reviews
identifies patterns in performance, common coaching themes, and team-level quality insights
Example Output
Example 1: Tone & Resolution Audit
- Tone Score: 8/10 — Professional and empathetic; agent acknowledged frustration early
- Resolution Score: 9/10 — Issue fully resolved with verification step
- Compliance: ✓ GDPR-compliant; no personal data mishandled
- Coaching: Opportunity: Add one clarifying question before solution to show deeper troubleshooting
Example 2: Escalation Investigation
- Interaction Quality: 6/10 — Accurate resolution but delayed response to customer concern
- Compliance: ⚠ Missing required data retention notice
- Coaching: Retrain on escalation protocol; add templates for regulatory disclosures
Example 3: Team Trend Report
- Tone consistency: 82% team average | Range: 6-9/10
- Top coaching theme: Response time under pressure (3 agents flagged)
- Compliance risk: Data handling clarity needed in 2 interactions
What's Included
- SKILL.md instruction file with full audit framework and compliance checklist:
- Quality Rubric Template: customizable scoring matrix for tone, accuracy, empathy, and resolution
- Agent Coaching Feedback Form: structured template for delivering actionable performance feedback
- Compliance Audit Checklist: GDPR, CCPA, and industry-specific requirement verification list
- QA Calibration Guide: framework for aligning scoring consistency across your QA team
Who It's For
- QA Managers & Team Leads — conduct regular quality audits and manage agent performance improvement
- Quality Analysts — score interactions, document compliance, and identify coaching patterns
- Support Operations Managers — track team-level quality trends and compliance risk
- Compliance Officers — audit support interactions for regulatory adherence
- Customer Support Directors — prepare coaching documentation and calibrate team standards
Best For
- Regular QA cycles (weekly, bi-weekly, or monthly audits)
- Agent coaching and performance documentation
- Compliance audits for GDPR, CCPA, or industry-specific requirements
- Escalation and complaint investigation
- QA team calibration and scoring alignment sessions
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