Feedback from QA semalessly
Use Cases and Deployment Scope
We use Maestro for Quality Assurance, it helps us review the performance of both internal and outsourced customer support admins responses, enabling us to provide feedback, coaching and for the admin to appeal decisions and receive an score based on their performance and good calls, which empowers the organization to have an easy time measuring and keeping an stable and consistent customer service.
Pros
- Is really easy to provide feedback directly to one admin
- Is really easy for admin to appeal when they believe a scorer made a bad call
- Easy to move between tasks
Cons
- I would like to have more granularity in filtering a set of tasks by wither source or type so that one can use the quick grade option to automatically open the next task, but keeping the same task type or source, mixing all of one's pending tasks forces one to slow down and check the kind of task one is working one
- I wish Maestro would default into one's pending tasks, not the whole company, or better yet, let us pick what should the default view be
- I wish we could leave feedback without overturning a decision, and or allow for other scores, not only 100 or 0, as sometimes some gray areas should allow to call out good parts of a decision
Return on Investment
- We were doing some portion of QA using sheets, but then we could give that feedback back to the admins effectively, so while it takes longer to review an score a flag, it's way easier to give that feedback back to an admin, Id' say it's helping the customer service a lot
Usability
Alternatives Considered
Google Sheets
Other Software Used
Slack, Google Sheets, Lyra Health, Anthropic Claude, ChatGPT, Google Gemini, Glean AI, TextExpander, Okta, 1Password, Guru