# How To Find Coaching Opportunities In QA Results

## Objective

Move from a quality signal to a specific, evidence-backed coaching conversation.

## Before you begin

Company-wide [QA Grades](https://wfm.zenops.cx/service/quality) and [QA reporting](https://wfm.zenops.cx/service/reporting/qa-analysis/automated-qa) require **Quality: Manage** or **View Only**. A team lead with **Team Only** can work from published results and coaching for assigned agents, but cannot open the company-wide raw grade list.

## Resolution

1. **Find a pattern.** Open [Reporting · QA · Automated QA](https://wfm.zenops.cx/service/reporting/qa-analysis/automated-qa) and choose a date range, category, origin, and, when available, agent. Review low-score rate, critical failures, agent performance, and criterion performance. A single low result is a prompt to investigate, not a complete coaching diagnosis.
2. **Inspect examples.** Follow a report link into [QA Grades](https://wfm.zenops.cx/service/quality) and open relevant runs. Check the frozen scorecard, criterion grades, and cited evidence. Distinguish an overall ticket grade from an individual agent grade.
3. **Check what the agent can see.** Coaching evidence should use a published agent result. Open the current published result and confirm its version and any appeal or correction status before discussing it with the agent.
4. **Start a case.** Select **Add to coaching** from the published result, or create a case in [QA Analysis · Coaching](https://wfm.zenops.cx/service/quality/coaching). Link the relevant published version and describe one or two observable behaviors to improve.
5. **Set a follow-up.** Add actions and a date for checking progress, then share the case. See [How To Create And Share A Coaching Case](/help/articles/qa-how-to-create-and-share-a-coaching-case/).

The Automated QA report summarizes AI assessments, while the published result is the agent-facing decision. Verify the individual evidence and any manager corrections before coaching from a report pattern.

> Canonical page: https://zenops.cx/help/articles/qa-how-to-find-coaching-opportunities-in-qa-results/
> Audience: For managers and coaches
> Summary: Turn QA patterns and published evidence into focused coaching.