Quality Assurance Spot Checks
Purpose
Ensure tickets are handled to a consistent standard of quality, not just speed. QA checks help technicians improve communication, documentation, and resolution quality while giving managers confidence that SLA compliance also means client satisfaction.
When
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Once per week (choose a fixed day for consistency).
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Manager or senior technician completes the QA review.
Tickets to Select
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Minimum of 3 tickets per technician each week.
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Include a mix of:
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Critical/High priority tickets.
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Normal/Low priority tickets.
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Recently closed tickets with client impact.
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Rotate selections to ensure fairness.
QA Review Steps
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Open Ticket in Autotask.
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Check Communication
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Was the first response sent within SLA?
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Were updates timely and professional?
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Were BLUF notes used for clarity?
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Check Ticket Lifecycle Compliance
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Were status changes correct and documented?
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Was ownership clear at all times?
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Was a follow-up time set when waiting on client/vendor?
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Check Resolution Quality
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Was the resolution clearly documented?
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Was the correct resolution code used?
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Were time entries complete and accurate?
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Check Client Outcome
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Did the ticket resolve the client’s issue fully?
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Was client confirmation requested or obtained?
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Check Knowledge Contribution
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Was a KB article created or updated if the issue was repeatable?
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Scoring (Simple Rubric)
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Pass = Meets expectations in all key areas.
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Needs Improvement = Missed one or more standards (feedback required).
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Fail = Serious gaps in SLA, communication, or resolution quality.
Feedback
Outcomes
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Higher consistency across all technicians.
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Stronger communication with clients.
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Reduction in rework and reopened tickets.
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Continuous improvement in technician skills.
Key Principles
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QA is about coaching, not policing.
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Feedback must be constructive and specific.
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Everyone is responsible for maintaining quality, not just the manager.