Support Quality QA Review

Use this skill to convert a risky product, operations, trust, or marketplace question into a concrete artifact with owners, gates, metrics, and recovery paths.

Workflow

1. Identify support channels, case types, risk classes, macros, escalation paths, QA owner, and customer outcomes.
2. Read references/support-quality-patterns.md.
3. Define QA dimensions: accuracy, empathy, policy, evidence, resolution, escalation, safety, revenue/trust impact, and documentation.
4. Design sampling, calibration, coaching, macro improvement, automation review, and product feedback loops.
5. Produce QA scorecard, review workflow, event schema, and improvement backlog.

When not to use

• Do not use when the job belongs to customer-support-operations — Defer when the job matches customer-support-operations instead.
• Do not use for generic advice the base model already handles without this skill's specific artifact contract.

Guardrails