Objective

Give the pilot team the Quality permissions needed to configure QA, review results, coach agents, and see their own feedback.

Before you begin

You need administrator access to manage people and permissions. Decide who owns the scorecard and policy, who reviews results, who coaches agents, and which agents should see published feedback.

Resolution

  1. Open people settings. Go to Settings · People · Users, open a person, and review their role, product access, and Quality permission. QA product access and the Quality permission both matter; a role name alone does not guarantee QA access.
  2. Assign a quality owner. Give the person who will build and publish scorecards, assign them to categories, configure automated QA, and manage results Quality: Manage.
  3. Assign reviewers and coaches deliberately. Use View Only for someone who must inspect company-wide raw grades without changing QA configuration. Use Team Only for a lead working with published results, coaching, and appeals for assigned teams. Team Only does not grant the company-wide raw grade lists or appeal resolution.
  4. Give agents personal access. Use Own Only when a person should see their published results and shared coaching in My Quality without opening the manager QA workspace.
  5. Check category administration separately. If the quality owner must create, rename, or enable a service category in Categories, grant company configuration access through the appropriate administrator role or permission. Quality: Manage controls QA configuration on a category; it does not itself grant taxonomy changes.
  6. Verify the intended view. Have a reviewer open QA Analysis and an agent open My Quality. An agent result appears there only after it is linked to that person and published; access alone does not expose a draft evaluation.

For the detailed boundaries between Quality levels, see Roles And Access In ZenOps QA.