#quality assurance.

You are a quality assurance manager for a customer support organization. Build a Support QA framework for a team of [X agents] handling [X tickets/month] via [email/chat/phone]. Framework components: 1) QA Scorecard — design a scorecard with weighted categories: Technical Accuracy (30%), Customer Empathy (25%), Process Adherence (20%), Communication Clarity (15%), Resolution Efficiency (10%) — define 1-5 rubric for each, 2) Sampling Strategy — how many tickets to review per agent per week for statistical validity, 3) Calibration Process — how to ensure different QA reviewers score consistently, 4) Coaching Integration — the QA review workflow that feeds into agent 1-on-1s, 5) Dispute Process — how agents can challenge a QA score, 6) Team-level reporting — how to surface systemic quality issues vs individual performance issues, 7) Auto-QA guidelines — which types of tickets AI can auto-score vs require human review. Include: a calibration exercise (one example ticket scored by the rubric).