- Welcome
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Getting started 2 min
- Main content
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Coaching and calibration 30 min
- Wrap up
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Course summary 4 min
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Share your feedback 5 min
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Congratulations 1 min
Zendesk QA: Coaching and calibration
Align reviewers with calibration, resolve disputes fairly, and coach your team using Zendesk QA.
Turn quality assurance from a one-time setup into an ongoing program. This course covers calibration sessions for reviewer alignment, dispute management for fair scoring, and coaching tools like pins, sessions, and quizzes to develop your team.
Learning objectives
By the end of this course, you will be able to:
- Ensure consistency and accuracy in evaluations with calibrations.
- Provide clarity on resolving disagreements in a structured manner with disputes.
- Support and develop team members through targeted, intentional coaching.
Audience
This course is intended for administrators.
Prerequisites
Completion of Zendesk QA: Setup and configuration and Zendesk QA: Reviews and reporting are recommended prior to starting this course. Access to Zendesk QA is helpful to follow along.