Fi CX Team QA Rubric 2024 (OLD DO NOT USE)

	A	B	C	D
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3	SEE CURRENT RUBRIC HERE: Fi CX Team Core QA Rubric - 2024
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7	Pillars	Categories	Grading Style	Weight
8	Style, Voice, and Tone
9		Formatting Adherence Did the agent follow the email formatting?	Pass/Fail	1
10		Professionalism Is the overall communication professional and free of spelling/grammar mistakes?	Pass/Fail	1
11		Brand Voice & Tone Is the agent representing Fi's Brand Voice & Tone in all customer interactions? Is it apparent the customer is engaging with a Fi expert who shares the same level of care for their dog - showing kindness while demonstrating confidence in the ability to assist them.	Pass/Fail	1.75
12	Resolution & Troubleshooting aligned with Fi Values
13		Identify Issues & Needs Does the agent accurately identify both the customer's needs and the root cause of the customer's issues, ensuring the purpose of our interaction has been fulfilled?	Pass/Fail	2
14		Product & Process Knowledge Is the troubleshooting and information provided accurate and well-defined, with an appropriate chosen path to resolution and clearly outlined steps? Was the correct process followed?	Pass/Fail	2
15		Proper Effort to Retain Did the agent utilize all retention efforts?	Pass/Fail/NA	2
16	Efficieny
17		Pertinent & Necessary Requests Did the agent's action avoid causing preventable and unnecessary exchanges?	Pass/Fail	1
18		Proactive Education & Action If the opportunity was available, did the agent take proactive action to educate the customer and/or prevent the potential for future complications?	Pass/Fail/NA	0.75
19		Context Does the agent effectively explain the issue and its factors? Does the agent clarify the purpose of requested information with an example?	Pass/Fail/NA	1
20	Internal Processes
21		Internal Notes Is there a detailed and accurate call summary for all calls, including voicemails? Has an internal note explaining the reason been left when passing a ticket?	Pass/Fail/NA	1.5
22		Ticket Handling Were all tags and metadata applied correctly? Were tickets merged appropriately? Did the agent properly update the ZD profile - adding name, phone number, email, merging ZD profiles, etc.?	Pass/Fail	1.5
23		Escalation Adherence Did the agent appropriately escalate issues to the proper channels, ensuring the escalation met required formatting, included all essential details, and accurately reflected both the ticket history and customer's concerns, along with a specific ask in question?	Pass/Fail/NA	1.5
24	Financial		Critical Category
25		Financial Are there any financial errors that would affect the customer's experience? Were any financial errors present that result in company loss?	Pass/Fail/NA	1
26	Ownership of the Customer Experience
27		Ownership of Escalated Customer Did the agent take ownership for any merged tickets where a customer is escalated?	Pass/Fail/NA	2
28		Call (calendly or proactive) Did the agent offer a call link when the customer requested phone support or asks to speak to a live agent? Did the agent proactively call a customer when this would have positively benefited the customers experience?	Pass/Fail/NA	2
29		Going the Extra Mile Did the agent actively engage in efforts to de-escalate situations, proactively seek additional expertise when needed, provide appeasements for retention/de-escalation, and explore policy exceptions where applicable?	Pass/Fail/NA	1.5
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