Quality Assurance: From Villain to Teammate

How Hims & Hers Empowered Agents by Improving Scorecards

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Build a Scorecard That Agents Trust: A Timeline

Learn how Hims & Hers, a prominent tele-health brand, successfully rebuilt the relationship between their front-line agents and QA by rebuilding their scorecards, empowering agents to deliver exceptional customer service.

Hims & Hers faced a challenge:

Front-line agents felt demoralized by the QA team's seemingly subjective scorecards and harsh grading.

CX QA Supervisor Salmeen Majid took action to transform this perception. Here is the path she took to build trust across teams and empower agents to deliver better service delivery.

Standardizing the grading system

Salmeen Majid, CX Quality Assurance Supervisor at Hims & Hers, began standardizing the company’s grading system, making criteria more objective to ensure consistent feedback and give agents a clear measure for success. This step was critical in repairing the relationship with the front-line agents, creating a level playing field and fostering trust and confidence in the QA process.

Scorecard Builder

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Start with simplicity: Avoid overly complex scorecards with numerous questions or unclear prompts. Start with simplicity and consolidate questions where there's overlap or like-mindedness. Read More

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Start with simplicity: Avoid overly complex scorecards with numerous questions or unclear prompts. Start with simplicity and consolidate questions where there's overlap or like-mindedness.

Consistent grading by analysts

Salmeen’s team implemented a consistent grading cadence, having analysts evaluate the same agents consistently week after week. This approach helped identify performance patterns and enabled highly targeted and impactful feedback loops. This process fostered trust and created a productive environment where agents were empowered to strive for excellence.

Workflow Automations

Consistent grading by analysts

Workflow Automations

Regular team calibrations

Beyond implementing consistent grading, establishing regular team calibrations was an important next step in Hims & Hers journey. They leveraged MaestroQA’s built-in calibration workflows to ensure consistency in grading practices and alignment in approaching scorecard questions. This fostered a cohesiveness on the QA team and helped ensure agent feedback was consistent and reliable.

Calibrations

Using data-driven insights

Salmeen and her team utilized data-driven insights from MaestroQA to identify areas for improvement and measure alignment in the grading process. They implemented "root-cause analysis" checkboxes to gather additional data on areas for agent coaching and improvement. Additionally, they prepared a knowledge resource containing clear examples of positive customer interactions and tips and tricks for agents to customize their solutions to each customer's unique situation.

Reporting

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Utilize MaestroQA's reporting to analyze section scores and identify areas where questions can be removed based on consistent high performance. Read More

Using data-driven insights

Reporting

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Utilize MaestroQA's reporting to analyze section scores and identify areas where questions can be removed based on consistent high performance.

Auditing analysts' audits

Salmeen utilized Maestro's GraderQA tool to conduct regular re-audits of her analysts' evaluations, providing feedback and enhancing alignment. Implementing the Grade The Grader QA process was a crucial element in establishing a trustworthy QA system, ensuring team alignment and adherence to guidelines. This practice resulted in fair evaluations and reinforced the integrity of the QA process.

GraderQA

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Simplify the scoring process by utilizing checkboxes or different levels of severity and specific criteria to gather valuable insights without lengthy responses. Regularly analyze section scores to identify areas where questions can be removed or consolidated.

Overhauling the scorecard

Salmeen and her team are currently revamping the scorecard to remove ambiguity and enhance objectivity. Pairing this with bi-weekly calibration sessions, they have been able to continuously refine the questions and interpretations. Additionally, they are introducing a new "non-scoring" section that emphasizes internal processes. This enables the QA team to collect valuable insights without negatively impacting the agents score.

Scorecard Builder

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Emphasizing critical thinking and tailoring solutions

Salmeen and her team prioritize critical thinking and customized solutions, understanding that rigid processes have limitations. The new scorecard reflects this approach, enabling agents to navigate gray areas and demonstrate their creativity. This emphasis fosters concise coaching points that agents easily grasp, facilitating personalized feedback. By focusing on critical thinking, agents enhance their ability to cultivate customer loyalty and trust.

Scorecard Builder

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Align questions in the scorecard with specific goals and objectives to ensure relevance and contribute to desired outcomes. Read More

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Align questions in the scorecard with specific goals and objectives to ensure relevance and contribute to desired outcomes.

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Segment scorecards based on relevance: Tailor scorecards to different channels, query types, and agent roles to provide deeper insights into specific areas. Split scorecards based on different agent roles and categories of tickets to ensure fair evaluations.

Involving agents in the process

Salmeen actively engaged agents in the QA process, celebrating their accomplishments, coaching them for performance improvement, and ensuring that the scorecard offers clear guidance. This inclusive approach at Hims & Hers cultivates a collaborative culture, where agents play an active role in their own development. Recognizing agents' achievements and offering ongoing coaching and support enhances morale and motivates them to strive for continuous improvement.

Coaching

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Creating a culture of collaboration and learning

Hims & Hers objective was to shift the perception of QA from being an adversary to becoming a collaborator. Salmeen and her team achieved this by emphasizing continuous improvement, providing support to agents, and fostering a culture where agents feel empowered to deliver exceptional customer experiences. By prioritizing support instead of criticism, they have created a nurturing environment for agents to develop and succeed.

Coaching

Future State: Utilizing AutoQA tools like MaestroQA

Salmeen's team is making progress by incorporating MaestroQA's AI classifiers and reporting tools to streamline the QA process, deliver objective feedback, and eliminate perceived bias. AI classifiers enable her team to significantly enhance efficiency and accuracy in scoring by looking for key phrases and patterns, such as identifying high-effort chat interactions. AI classifiers seamlessly integrate into automated workflows alongside the scorecard, enabling a targeted QA approach.

AutoQA

These steps helped Salmeen and her team de-villainize QA, improve the relationship with the front-line agents, and empower them to provide exceptional customer service.

"We're not here to criticize; we're here to support. We want to ensure that everyone is doing the best job they can, and we want to equip them with the tools to do so."

Salmeen Majid

CX Quality Assurance Supervisor at Hims & Hers

Empower Agents with MaestroQA

Salmeen's journey at Hims & Hers showcases the remarkable transformation that can be achieved by creating a culture of trust between agents and analysts. By implementing standardized grading systems, ensuring consistent grading by analysts, and involving agents in the QA process, organizations can create a culture of fairness, targeted feedback, and collaboration for an optimal customer experience.

We invite you to request a demo to see firsthand how MaestroQA empowered Hims & Hers' QA team to leverage these core features, helping them transform the perception of QA from villain to teammate.

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SCORECARD BUILDER

Salmeen's team uses the Scorecard Builder tool to create custom scorecards that align with their customer support objectives. This provides agents with clear guidelines and allows QA to evaluate their performance based on predefined criteria.

CALIBRATIONS

Salmeen's team values consistent evaluation and conducts regular calibrations. They use GraderQA, a tool that enables multiple evaluators to assess agents' performance objectively. By incorporating GraderQA into calibrations, the team ensures consistent evaluations, aligning QA team members and improving customer support.

COACHING

Salmeen's team prioritizes coaching for agent development and continuous improvement. They provide ongoing feedback based on evaluations and conduct coaching sessions to address specific areas of improvement. By investing in coaching, the team empowers agents to deliver exceptional customer service through enhanced skills and knowledge.

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