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Metrics & Quality for Support Leads

CSAT, FCR, backlog health, and coaching loops without vanity numbers.

For aspiring leads and senior specialists. Build dashboards that drive coaching, not blame. Includes sampling QA reviews and constructive feedback frameworks.

Included in this course

• Metric selection workshop (avoid vanity KPIs)
• QA sampling methodology
• Coaching conversation frameworks
• Backlog burn-down interpretation
• Lightweight spreadsheet dashboard build
• Team retro facilitation practice

Outcomes

• Define a metric set aligned to team goals
• Run a QA sample with actionable feedback
• Present a monthly health summary to stakeholders

FAQ

Tools?−

Spreadsheets and generic BI concepts; specific vendor tools discussed comparatively.

Management experience?+

Scope limit?+

Reviews

QA sampling rubric replaced our subjective “vibes” reviews.

Dashboard section assumed Excel comfort—fine for me, others needed office hours.

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