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Corinne Flanagan
Smartsheet Senior Manager of Training, Quality, & Operations
Asked a question 10 months ago

I have been approached to add a "Self-Review" component to the existing QA process. Looking for success stories and how others have self-reviews structured?

Where am I?

In Quality Tribe you can ask and answer questions and share your experience with others!

The idea of self-reviews is usually for agents to reflect on past tickets so they can formalize what they did really well and what could improve on. It's usually helpful if they can self-review and star a couple of messages for later conversation with either their manager, or a peer. It might make sense to create a separate scorecard for the self-reviews, focussing on whichever metric you want to improve (could even be self-awareness). E.g. the category "I've learned something" - yes or no, could be an interesting one to track. Then leave a comment with what they have learned.