I will create a customer support QA scorecard, macros and sops

Sameh A.

Egypt

I speak Arabic, English, German

Support QA and Excel Dashboards

I help support teams and online stores see what is really going on in their customer service. I have worked in customer support since 2024: first as a German-speaking agent, then as a subject-matter ...
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About this Gig

Your support team answers hundreds of tickets, but how do you know which answers are good? I build the system support teams use to measure and improve quality.


I have worked in customer support since 2024, first as a German-speaking agent, then as a subject-matter expert, and now in quality evaluation. I know what makes a ticket "good" and how to coach people on it.


What you get:

  • A QA scorecard in Excel or Google Sheets: weighted criteria, critical fails, automatic scores per agent
  • - Ready-to-use macros (saved replies) for your most common ticket types
  • - Simple SOPs so every agent handles cases the same way
  • - English by default. German or Arabic macros available as an extra

How it works:

  1. You share your most common ticket types and any current guidelines
  2. 2. I send a first draft
  3. 3. We adjust it to your tone and policies

Message me before ordering if you're not sure which package fits.

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create a customer support QA scorecard, macros and sops
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Support software:

Zendesk

Knowledge base software:

Other