# How To Plan A QA Rollout For Reviewers, Coaches, And Agents

## Objective

Introduce QA in stages so reviewers can validate grades, coaches can turn findings into useful follow-up, and agents know which results and actions are shared with them.

## Environment

- An administrator and a quality owner can confirm QA access, service categories, and the intended pilot teams.
- A representative category has an assigned, published scorecard and suitable Zendesk conversations.
- The pilot group has agreed on who reviews grades, publishes agent results, coaches, and resolves appeals.

## Resolution

1. **Define the pilot.** Choose one category, a small set of agents, and a review period. State what the first cycle should prove: usable evidence, consistent reviewer decisions, clear agent feedback, or a complete coaching follow-up.
2. **Prepare the standard and access.** Publish the scorecard in [QA Settings](https://wfm.zenops.cx/settings/service/qa-analysis/scorecards), verify the category's evaluation scope, and give reviewers the permissions their tasks require. Confirm agent identities are linked to the right workforce people before planning publication.
3. **Run a controlled evaluation.** Test a selected ticket, then use a bounded batch from [QA Grade Batches](https://wfm.zenops.cx/service/quality/grade-batches) if more examples are needed. Check scored, skipped, and failed runs in [QA Analysis](https://wfm.zenops.cx/service/quality). Have reviewers compare criterion grades with the cited conversation evidence and record where the rubric needs adjustment.
4. **Agree on the review and publication rule.** Decide who can approve or change grades and when an agent result is ready to share. A scored run is internal until it is published; later corrections also need an explicit publish action.
5. **Introduce [My Quality](https://wfm.zenops.cx/agent/quality) to agents.** Explain that agents see their own published results, the current quality summary, shared coaching, and available appeal actions. Tell them who to contact about a result and how the appeal deadline is set.
6. **Start coaching with a small set of cases.** Use [QA Coaching](https://wfm.zenops.cx/service/quality/coaching) to assign each case to a coach and agent, share specific strengths and improvement areas, agree on actions and due dates, and record the follow-up. Keep private notes distinct from the material shared with the agent.
7. **Review the first cycle before expanding.** Check eligibility and evidence gaps, reviewer changes, publication timing, agent questions, appeals, and action completion. Adjust the scorecard or process, then add more categories or agents deliberately.

Use [How To Choose Your First QA Workflow](/help/articles/qa-how-to-choose-your-first-qa-workflow/) if the first pilot outcome is still undecided.

> Canonical page: https://zenops.cx/help/articles/qa-how-to-plan-a-qa-rollout-for-reviewers-coaches-and-agents/
> Audience: For administrators
> Summary: Introduce QA review, publication, coaching, and agent feedback in stages.