Author: Ines van Dijk
-
The Customer Support QA Playbook Is Here
Listen, if you’re running a support team and you’ve been telling yourself you’ll build a “proper QA program eventually”, right after you put out the current fire: this is your sign to stop lying to yourself. I wrote a book. It’s called The Customer Support QA Playbook, and it’s the step-by-step guide I wish had…
-
What Actually Goes In A QA Rubric (And What Doesn’t)
I’ve been asked this question approximately 147 times in the last year: “What should we include in our QA rubric?” The real answer? Way less than you’re probably thinking. Most people getting started in QA overthink their rubric because they’re trying to measure everything at once. That’s not QA. That’s performance reviews disguised as quality…
-
🏷️ Your Tags Are Trash
Listen, if your Support tagging strategy is like that of most SaaS companies, it’s almost like having a digital junk drawer. It’s a little bit of everything, labeled by everyone, and understood by no-one. A graveyard of guesses and gut feelings, if you will. Let me see if I can describe what’s currently happening in…