Quality Assurance & Coaching Effectiveness
Cascade Health Network • October 2024 • 156 Agents Across 4 Teams
Auto-QA Coverage
84.3%
↑ 6.2pp vs Sep
Calibration Kappa
0.79
↓ from 0.84 (W5 dip)
Avg QA Score
87.2
↑ 2.1 pts
Coaching Completion
78%
3/5 leads ≥90%
Post-Coaching Lift
+4.8
pts within 30d
Regulatory Failures
1.4%
↑ 0.6pp (Personal Credit)
Competency Score Radar — Site Average vs Threshold
Coaching Session Completion by Team Lead
Target: ≥85% session completion within 7 days of QA flag
Post-Coaching Lift Waterfall by Intervention Type
Average QA score change 30 days post-intervention vs baseline • October 2024
QA Score Trend — 12 Weeks by Team Lead
Escalation Rate by Competency Failure
Agent-Level QA & Coaching Detail Table
| Agent |
Team Lead |
QA Score |
Δ vs Sep |
Sessions |
Post-Lift |
Top Gap |
CSAT |
| Jordan M. |
Sarah Chen |
93.2 |
+8.1 |
4 |
+7.4 |
Empathy |
4.6 |
| Lisa T. |
Marcus Williams |
91.8 |
+3.2 |
3 |
+5.1 |
Compliance |
4.5 |
| Carlos R. |
Sarah Chen |
89.4 |
+4.6 |
5 |
+6.2 |
Resolution |
4.3 |
| Aisha N. |
Priya Patel |
88.7 |
+2.1 |
2 |
+3.8 |
Product Knowledge |
4.4 |
| Kevin L. |
Marcus Williams |
86.3 |
−1.2 |
1 |
+1.4 |
Active Listening |
4.1 |
| Emily W. |
Jordan Kim |
85.1 |
+0.3 |
1 |
+0.9 |
Compliance |
3.9 |
| David H. |
Alex Rodriguez |
82.9 |
−2.8 |
0 |
— |
Empathy |
3.7 |
| Sophia P. |
Priya Patel |
81.4 |
−0.6 |
2 |
+2.7 |
Resolution |
3.8 |
Sorted by QA Score descending • Post-Lift = avg score change 30d after last coaching session
Time-to-Proficiency (New Hires)
42
days avg to QA ≥85
↓ 6 days vs Q3
Self-Eval Accuracy Gap
+3.2
pts avg overestimation
12% of agents within ±2
QA Variance Within Team
8.4
σ pts site-wide
Goal: ≤6.0 by Dec
Self-Evaluation Accuracy Gap Distribution
X-axis: QA Score • Y-axis: Self-Eval − QA Score gap
CSAT Correlation by Competency Dimension
Pearson r between competency score and CSAT rating
Competency Heatmap — All Agents × 6 Dimensions
Empathy
Compliance
Resolution
Product Know.
Active Listen.
Communication
Jordan M.
95
88
94
91
96
93
Lisa T.
90
82
92
93
91
93
Carlos R.
87
89
84
91
92
93
Aisha N.
86
91
88
83
89
91
Kevin L.
88
84
85
87
78
86
Emily W.
81
76
86
88
87
88
David H.
74
82
84
83
85
84
Sophia P.
79
83
77
82
81
83
Color scale: 74–82 (amber) • 83–89 (light green) • 90–96 (green)