{
  "id": "workflow:support-quality-assurance-review",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-ops.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Support Quality Assurance Review",
    "workflowKind": "governance",
    "triggerType": "scheduled",
    "typicalCadence": "weekly",
    "complexity": "cross-team",
    "description": "Evaluates support interaction quality through structured ticket sampling and\nagent performance analysis -- selecting statistically representative ticket\nsamples stratified by channel, issue type, and agent, scoring interactions\nagainst quality rubrics covering accuracy, empathy, completeness, and\nadherence to process, correlating quality scores with CSAT survey responses\nto validate rubric effectiveness, identifying coaching opportunities and\nhigh-performer patterns, tracking quality trends by team, tier, and product\narea, benchmarking first-contact resolution rates and handle times against\nquality-adjusted baselines, and surfacing systemic knowledge gaps that drive\nrepeat contacts. Produces weekly QA scorecard, agent coaching\nrecommendations, and quality trend reports. Excludes agent disciplinary\nactions.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "role:data-scientist",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "skill-area:data-quality",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "skill-area:observability-pipeline",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "responsibility:data-quality-monitoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "responsibility:retro-facilitation",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:support-quality-assurance-review",
      "to": "org-unit:customer-success",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}