Case Quality Review Agent
Every case reviewed against the rubric, not a sample of ten.
A Case Quality Review Agent scores customer-service responses against your quality rubric — all of them, consistently, rather than the handful a team leader has time to sample. Coaching stops being anecdotal.
The job to be done
“We audit maybe two per cent of cases. Quality conversations with the team come down to whichever example the team leader happened to read.”
Before
A small manual sample, reviewed inconsistently, weeks after the fact.
After
Every case scored against the same rubric, with the patterns visible.
How it works
- 1
Reads the case
Takes the full customer-service exchange, not a summary.
- 2
Scores against the rubric
Applies the agreed hundred-point quality framework consistently.
- 3
Explains the score
Shows which criteria were met and which were missed, with the evidence.
- 4
Surfaces the pattern
Aggregates so coaching addresses the systematic issue, not the anecdote.
Where this one was built
Built and in production at one of Australia's largest media organisations.
Questions
What does a Case Quality Review Agent do?
It scores customer-service responses against your own quality rubric — every case, consistently — rather than the small sample a team leader has time to read. It shows which criteria were met, which were missed, and the evidence for both.
Why not just sample cases like we do now?
Because a two per cent sample tells you about two per cent of your service. Coaching conversations end up based on whichever case someone happened to read, rather than on the pattern across the whole caseload.
Want this one running in your business?
We will scope it against your systems, build it, and teach your team to build the next one themselves.
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