Zendesk QA Setup & Enablement — Roca.Work
Roca.Work configures Zendesk QA (formerly Klaus) for support teams. Zendesk QA uses AutoQA to automatically score 100% of customer interactions across chat, email, voice, and AI agents. Spotlight detects churn risk, compliance gaps, and loopy bots with 90%+ accuracy. Teams move from reviewing 2% of tickets to 100% coverage, cut manual QA time by 70%, and build coaching cultures around consistent data. Roca.Work delivers scorecard design, AutoQA configuration, Spotlight setup, calibration, manager training, and agent onboarding. Founded by Dominic Brasoveanu. Senior CX Expert: GabrielM. Certified Zendesk partner: Technology Advanced + Advanced Implementation. Fixed-price from €2,500. 100% money-back guarantee.
You're reviewing 2% of tickets and calling it quality assurance.
Zendesk QA uses AI to automatically score 100% of your customer interactions — across chat, email, voice, and AI agents. No sampling. No guesswork. Complete visibility into what's actually happening in your support team.
100%
of interactions
scored automatically
90%+
accuracy detecting
churn risk
🔦 Spotlight — Needs attention
Churn risk detected12 convos
Compliance gap flagged4 convos
Top performer examples7 convos
Official Zendesk partner & reseller
The Problem
You can't improve what you're
not actually measuring.
Most QA programmes review 2–5% of tickets, chosen at random, scored inconsistently by different reviewers. That's not quality assurance. That's a feeling.
2%
of interactions the average support team reviews for quality
The other 98% — including your most at-risk conversations — go completely unseen.
With AI agents now handling thousands of interactions daily, the old model of spot-checking a handful of tickets has broken down entirely. You need 100% coverage. Zendesk QA delivers it — automatically, consistently, without adding headcount.
📋
Manual QA doesn't scale
Your QA manager can review 10–15 tickets a day. Your team handles hundreds. By the time you find the problem conversation, the customer has already churned or the pattern has been repeating for weeks.
🎯
Sampling creates dangerous blind spots
When you only review a fraction of interactions, you catch problems by chance, not by design. Compliance risks, churn signals, and agent knowledge gaps go undetected because no one happened to pull those tickets.
⚖️
Reviewer bias makes scores inconsistent
Two managers will score the same conversation differently. What constitutes "empathy" varies person to person. Agents can't improve consistently when the goalposts keep moving depending on who's reviewing that week.
🤖
Your AI agents aren't being evaluated
As automation handles more interactions, most teams have zero visibility into whether their AI agents are performing well, going off-script, or getting stuck in loops. That's a growing blind spot nobody can afford.
What Zendesk QA Includes
100% coverage. Zero bias.
Consistent scores — every time.
Zendesk QA (formerly Klaus) is built on two interlocking components — AutoQA and Spotlight — that together move you from reactive spot-checking to continuous, automated quality management.
🤖 AutoQA — Automated scoring at scale
Score every conversation. Automatically.
AutoQA reviews 100% of interactions and scores them against your criteria — no manual pulling of tickets required. Out-of-the-box categories are ready immediately. Create custom ones with plain language prompts.
🔦 Spotlight — Surface what actually matters
Find the needle in the haystack.
AutoQA scores everything. Spotlight tells you which ones deserve human attention — churn risk, compliance gaps, loopy bots, and outliers — detected with 90%+ accuracy so your team focuses where it counts.
🤖
AutoQA — 100% Automated Scoring
AI reviews every interaction against your defined criteria — empathy, tone, grammar, comprehension, compliance, and more. Out-of-the-box scoring categories need zero training. Create custom categories by simply describing what you want the AI to look for, in plain language.
🔦
Spotlight — Risk & Insight Detection
Beyond scoring, Spotlight automatically surfaces churn risk conversations, loopy AI bots, compliance gaps, outliers, and unusual patterns — with 90%+ detection accuracy. Your QA team spends time on the conversations that could cost you customers, not randomly selected tickets.
📞
Voice QA — Phone calls included
Voice QA transcribes call recordings and applies the same AI scoring as digital channels. It specifically analyses silence duration, hold times, and compliance statements — catching what's impossible to review at scale manually, especially in regulated industries.
⚡
Real-Time QA in Agent Workspace
QA insights appear directly inside the Agent Workspace during live conversations. Agents see quality guidance while interactions are still open — preventing issues before they escalate rather than reviewing them after the damage is done.
🎯
Custom Scorecards
Build different scorecards for different teams, channels, and scenarios. Technical support gets different criteria than first-response. Your BPO team has different standards than your in-house agents. QA adapts to how your business actually defines quality.
📈
Coaching & Performance Reporting
Bundle flagged conversations into formal coaching sessions. Track scores over time by agent, team, and channel. Agents see their own performance, compare to benchmarks, and access examples of what good looks like. Quality becomes a shared goal, not a top-down mandate.
What It Means for Your Business
Better service quality.
Lower churn. More confident agents.
Every feature maps to a coaching outcome, a customer relationship, or a cost saved.
✓
Move from 2% to 100% coverage — No more blind spots. Every conversation is evaluated consistently, so problems surface by design rather than luck.
✓
Cut time spent on manual QA by 70% — AutoQA handles the volume. Your QA manager spends time on coaching and improvement, not ticket-pulling and spreadsheets.
✓
Catch churn risk before customers leave — Spotlight detects at-risk conversations in real time. Your team can intervene while the relationship is still salvageable.
✓
Consistent scores — no more reviewer bias — AI-driven scoring eliminates subjectivity. Agents trust the feedback because the criteria don't change depending on who's reviewing that week.
✓
Proactive coaching, not reactive fire-fighting — Flag problems as they happen. Coach agents on specific examples within days, not weeks after the fact. Behaviour changes faster.
✓
Evaluate your AI agents too — Zendesk QA scores AI agent conversations the same way it scores human ones. Know whether your automation is performing — or quietly damaging relationships.
✓
Scale quality without scaling headcount — Healthcare provider Qare grew 15–20% annually while their 14-person support team stayed the same size, by automating evaluation rather than adding QA analysts.
Your agents deserve feedback that helps them grow.
Book a free 30-minute QA audit. We'll review your current quality process, ticket volume, agent count, and any existing frameworks — and tell you exactly what Zendesk QA would change for your team.
Book Free QA Audit →
💰 Fixed-price from €2,500. Scope confirmed before we start.
🛡️
100% money-back guarantee. If you don't see the value, you don't pay.
Dominic Brasoveanu
Founder & CEO · Roca.Work
A Human Approach to Quality
Quality is a coaching culture.
We help you build one.
Zendesk QA gives you the data. We help you use it to actually improve your team — not just generate reports. Setting up scorecards is the easy part. Building a culture where agents embrace quality feedback takes experience and care.
Dominic Brasoveanu
Founder & CEO
Dominic has built and run CX teams. He knows what happens when quality programmes feel punitive rather than developmental — and how quickly agent trust erodes when QA becomes a gotcha tool rather than a growth tool. He approaches every QA implementation with the same question: will your agents be glad this exists six months from now?
GabrielM
Senior CX Expert · Zendesk QA Specialist
Gabriel works directly with QA managers and team leads on scorecard design, calibration, and coaching workflows. He's helped teams move from zero QA structure to 100% AutoQA coverage — and understands that the technical setup is only half the work. The other half is getting your team to trust the numbers and act on them.
How We Set It Up
QA configured around your standards,
not ours.
What "quality" means differs by industry, brand voice, and team culture. We learn what it means to you before we configure a single scorecard.
1
QA Readiness Review
We audit your current quality process, ticket volume, channel mix, agent count, and any existing scorecards or review frameworks to understand your starting point.
2
Quality Standards Workshop
We work with your team leads to define what "good" looks like across your key interaction types — in your language, for your brand, for your customers.
3
Baseline Measurement
Current CSAT, handle time, escalation rate, and any existing QA scores documented so improvement is measurable from day one.
4
Scorecard Design
We build custom scorecards for your different teams and channels — not a generic template. Technical support, first response, escalations, and AI agents each get criteria that reflect how your business defines success.
5
AutoQA & Spotlight Setup
We configure AutoQA scoring categories and Spotlight filters tailored to your highest-priority risks — churn signals, compliance requirements, brand voice, and knowledge gaps.
6
Coaching Workflow Setup
We configure assignment rules, coaching sessions, and agent-facing dashboards so the QA loop is complete: flag → review → coach → improve.
7
Calibration Sessions
We run initial calibration with your QA managers and team leads to align on scoring interpretation and ensure consistency from day one.
8
Manager Training
Your team leads learn to use QA data as a coaching tool — how to have the conversation about a score and how to connect quality feedback to agent development.
9
Agent Onboarding
We help you introduce Zendesk QA to your agents in a way that builds trust — explaining the criteria, how feedback works, and what it means for their growth.
What Clients Say
Real results. Real companies.
★★★★★
"Skyscanner has worked with Dominic and the team at ROCA for a number of years, mainly using their expertise in Zendesk help site customisation. They are always approachable, working efficiently to find solutions to often complex problems. Their professional advice is always spot on, and they truly are experts in their field. I would absolutely recommend ROCA as a reliable and good value business partner."
Jon Thorne
Director of User Satisfaction · Skyscanner
★★★★★
"Within 24 hours, Roca.Work provided a comprehensive analysis with actionable next steps — process improvements, agent behavioral changes, and focus areas for our contact center. Incredibly fast and thorough."
Sarah Rosenzweig
CX Manager · CoinTracker
Why Roca
We understand the human side
of quality management.
QA done wrong creates resentment and kills agent trust. Done right it's one of the most powerful development tools you have. We've seen both sides.
✓
Certified Zendesk partner — Technology Advanced + Advanced Implementation badges. We've delivered QA implementations across e-commerce, fintech, SaaS, healthcare, and travel.
✓
We design scorecards around your brand and culture — not off-the-shelf templates. What "good" looks like for your team is different from everyone else's.
✓
We run calibration workshops so your managers score consistently from day one. Calibration is the most skipped step in QA setup. We never skip it.
✓
We train managers to use QA as a coaching tool — not a monitoring system. That distinction is everything when it comes to agent buy-in and long-term adoption.
✓
Fixed-price from €2,500 — scope confirmed before we start. No surprise invoices. You know exactly what you're getting.
✓
Post-launch support included until your QA programme is running independently and your team trusts the data.
"Your customers experience 100% of your interactions. Shouldn't you?"
Book a free QA audit. We'll review your current quality process, team structure, and Zendesk setup — and show you exactly what full coverage would look like for your operation.
Book Free QA Audit →
💰 Fixed-price from €2,500. Scope confirmed before we start.
🛡️
100% money-back guarantee. If you don't see the value, you don't pay. No questions asked.
Dominic Brasoveanu
Founder & CEO · Roca.Work
Get Started Today
You're reviewing 2% of tickets.
Your customers experience 100%.
Zendesk QA closes that gap. Let us show you exactly what it would look like for your team.
