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Quality Assurance

What can I do if I don't agree with my last evaluation?

Here you can find the scorecards, how to read them, and other important things that are considered for your evaluations.

How am I graded?

PlanetArt | QA Scorecard

These are the QA scorecards, where you can find all the sections and components you are marked throughout your quality monitors and how many points each is worth.

Stars percentage

If you're not sure about what percentage the star score is equivalent, here is a table with this information.

How can I read my QA feedbacks?

Here you will find:

Grading period
Evaluation date
Type (chat/ticket)
Brand
Case and order ID

If you get a ticket evaluation it will have a grade from 0%-100%

If you get a chat evaluation you will see 0–5 stars.

You will find each category and the components corresponding to each one. On the right side you will see grades of Yes/No or Not Applicable (N/A).

If feedback is needed, it will be at the end of each section.

What can I do if I don't agree with my last evaluation?

QA request can only be escalated by a supervisor. Your supervisor will check the evaluation, provide feedback, and if considered necessary will escalate the request to QA.

If you need to send a request, share your supervisor with the following information:

Ticked ID
Order ID
What your concern is
- - - Get a clarification on my last QA evaluation: will receive additional feedback for the evaluation (no grade modifications)
    - Have another QA review my Call | Ticket | AID | Conversation ID: get another QA member to evaluate the ticket/chat (might modify the grade)
    - Invite me to review | hear the Call recording dispatched recently evaluated: get a live monitoring of the evaluated ticket/chat
    - Receive feedback on specific topics: additional feedback on a complicated topic (doesn't relate to an evaluation)

If you send a request to QA yourself about an evaluation, your request will not go further. Please, contact a supervisor first!

You have 48 hours to let your assigned supervisor know about the request you want, and for them to send it to QA. If a request is sent after this time, they will not be reviewed.

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