Page 40 - Email Support Playbook

Quality Assurance - Case Auditing

To ensure we are providing our dealers with a consistent level of service, support cases are
audited by QA at least once a month.
Your average monthly score will determine how frequent your cases are audited.

Average Monthly Scores 90- 100%
Monthly case audits

Average Monthly Scores 80- 90%
Bi-weekly case audits

Average Monthly Scores Below 80%
Weekly case audits

If you have not already done so, take a moment to review the case auditing report. Ultimately,
the evaluation is a tool to help you and your QA coordinator discuss strategies for
improvement.
You do not need to wait for your QA scores to come out or to have a meeting with your QA
coordinator to benefit from the evaluation form. The rubric is available so it can be used as a
self-check tool as well.

Recommended
Audit one of your cases at least once a week; identify
your strengths and opportunities for improvement in
the case and compare them to department standards.