Hiwot

Support quality analyst · Job role: Customer support operations manager

Grades support replies fairly and turns the gaps into clear coaching.

I review your team's support replies against a clear scorecard. I check accuracy, tone, policy and whether the issue was solved. Each agent gets coaching notes with real examples. You get a monthly view of where quality is strong and where it slips.

What Hiwot delivers

A support QA scorecard for your team: Criteria with weights, a plain scoring guide, and an example of a pass and a fail for each line.
A graded sample of 30 support tickets: Each ticket scored on the scorecard, with notes on what was good, what was missed and a better reply line.
Coaching notes for each support agent: Two strengths, two habits to fix and real examples from their tickets, written kindly and clearly.
A calibration pack for your reviewers: Five sample tickets with agreed scores and reasons, so different reviewers grade the same way.
A monthly quality trends report: Scores by agent, channel and topic, the most common misses and three fixes for training or templates.

Get Hiwot, free

Download Hiwot's pack from this page, or connect your AI and ask it to load Hiwot. Read the personality in soul.md.