# Roles And Access In ZenOps QA

## Definition

A ZenOps role is a starting point for a person's permissions. The workspace's QA product access and the person's **Quality** permission determine which QA pages and actions they can use. A role name by itself does not grant every QA capability.

## Context

Use this guide when assigning a pilot team or investigating why someone can see a QA page but cannot change a scorecard, open raw grades, coach an agent, or view a personal result.

## Attributes

- **Manage:** Can build and publish scorecards, change criteria and category assignments, and use management actions in QA. This is the level for the quality owner who configures the pilot.
- **View Only:** Can read published QA configuration and company-wide raw evaluation results, plus published results, coaching, and appeals. It does not grant scorecard editing, manager decisions, or appeal resolution.
- **Team Only:** Can read published QA configuration and team-scoped published results, coaching, and appeals. It can support coaching for agents in assigned teams, but only a full Quality manager resolves appeals. It does not open the company-wide raw grade lists, because those runs are tied to tickets and categories rather than a team-scoped person.
- **Own Only:** Provides the agent's own **My Quality** view of published results and shared coaching. It does not open the manager QA workspace or unpublished evaluations.

The **Categories** area has a separate boundary: changing the service category taxonomy requires company configuration access. A QA reader may open a category's QA configuration without permission to rename or manage the category itself.

An individual result also needs a linked workforce person before it can be published to that agent. If someone cannot see an expected result in [My Quality](https://wfm.zenops.cx/agent/quality), check whether it was published for that person, not merely scored or reviewed. Managers use [QA Analysis](https://wfm.zenops.cx/service/quality) for evaluation runs, [Coaching](https://wfm.zenops.cx/service/quality/coaching) for team follow-up, and [Appeals](https://wfm.zenops.cx/service/quality/appeals) to review appeal status. A quality manager can open [QA Settings](https://wfm.zenops.cx/settings/service/qa-analysis/general) to review configuration and access-dependent settings.

For the setup inputs that sit alongside permissions, see [What Data And Access You Need Before QA Setup](/help/articles/qa-what-data-and-access-you-need-before-qa-setup/).

> Canonical page: https://zenops.cx/help/articles/qa-roles-and-access-in-zenops-qa/
> Audience: For evaluators and administrators
> Summary: Understand how Quality permission levels affect QA configuration, raw grades, coaching, appeals, and My Quality.