Simba Sleep’s support team prides itself on delivering premium service to match its award-winning sleep products. But with QA processes buried in spreadsheets, the team struggled to maintain accuracy, consistency, and speed in feedback loops.

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Simba needed a structured, scalable QA system that would make quality reviews easier to perform, faster to deliver, and more impactful across every channel.

Challenge: Manual QA and Limited Visibility Slowed Progress

Before MaestroQA, Simba’s QA lived in spreadsheets—making grading inconsistent and reporting difficult.

• Inaccurate and delayed feedback: Manual scoring meant delayed QA results, with feedback often postponed until 1:1s.
• No clear trends or coaching insights: Without robust reporting, the team couldn’t easily track training needs or performance patterns.
• Difficult calibrations: Without a centralized system, ensuring alignment across graders was nearly impossible.
• Low engagement with QA: QA felt like a chore, not a driver of improvement or team growth.

Solution: Streamlined QA Across Every Channel

Implementing MaestroQA gave Simba’s QA program a complete transformation.

• Automations and Multi-Rubric Flexibility: The team created separate rubrics for chat, voice, and email—plus additional ones for contact reasons or keywords like “delivery” and “call backs.”
• Collaborative Grading: Multiple graders could now share insights and results seamlessly across the team.
• Instant Feedback: Agents received QA scores immediately within the platform—no more delays between grading and coaching.
• Trend Tracking: Year-over-year data visualizations highlighted improvement areas and informed training sessions.

Impact: Higher QA Scores, Better Service, and Happier Customers

After adopting MaestroQA, Simba Sleep saw dramatic improvements across QA and customer experience metrics.

• QA scores increased from 80% to 90–95%.
• Boosted CSAT: QA-driven insights and a new rubric section rewarding CSAT promotion helped lift customer satisfaction month over month.
• Improved process adherence: When callback completion rates dropped, Simba built an automation that tagged “call back” interactions and applied a dedicated rubric. By tying rubric weight to process compliance, callback rates quickly recovered.
• Data-Driven Coaching: The reports section became integral to weekly and monthly reviews, helping leaders pinpoint whether issues stemmed from agents or systemic processes.

Outcome: A QA Culture that Drives Continuous Improvement

With MaestroQA, Simba Sleep turned QA from a tedious task into a source of motivation and insight. What once felt like an administrative necessity is now a key driver of performance, coaching, and customer satisfaction.

Simba Sleep’s QA process is no longer about catching mistakes—it’s about unlocking opportunities for better conversations and better sleep for their customers.