Maestro QA makes QA / QM software for modern support teams. Our integration with Zendesk lets teams automatically assign agent tickets for grading, customize scorecards to reflect their brand needs, identify areas for agent coaching and report on quality of the agent support .
Etsy, Mailchimp, Peloton, and more use Maestro QA for quality assurance (QA) / quality management (QM) purpose to improve agent performance and enable amazing customer experiences through quality support experience.
Build customized agent QA/QM scorecards
Grade agent tickets with a side-by-side QA scorecard view
Turn your agent QA score into a trusted KPI to measure agent performance and career progression
Identify training gaps for agent coaching opportunities
Drive agent coaching, learning, development, and retention
Improve CSAT, NPS, AHT, and other key metrics through QA/QM insights and agent coaching sessions
Agent support teams and quality assurance (QA) / quality management (QM) leaders love to leverage Maestro QA to understand agent performance, find coaching opportunities and enable exceptional customer experiences.
By making my QA / QM process more efficient, I was identifying more valuable areas for opportunity & able to lead larger, more targeted projects. During the first 6-8 months of using Maestro QA our average QA / QM score increased from around 70% to 90%. Over the second half of the year, CSAT increased about 11%. We would not have seen those QA / QM score increases if I was still spending a day a week pulling reports and managing my team's daily tasks.
Maestro QA allows for seamless grading and grades sitting side-by-side in addition to allowing the agent to see the scorecard right within the review. Agents feel more empowered to resolve on their own.
Eric Komo, Leadpages, Technical Trainer
Want to know more about how quality teams use our quality assurance (QA) / quality management (QM) tool to empower their agents to provide higher quality services by getting the quality of their work graded and improved via agent coaching? View our customer case studies.
Email us directly at firstname.lastname@example.org or visit www.maestroqa.com to chat with us to explore your quality assurance (QA) / quality management (QM) needs by evaluating quality of the agent support service, filling those gaps through agent coaching sessions.
Other info: - Request a demo of the full Maestro QA experience