Quality Assurance Score (QA)

operationalbehavioral · performance · percentage · individual

Internal evaluation of an employee's case or ticket handling scored against a defined quality rubric.

How it’s computed

Formula

Percentage of points met in quality evaluation

Measurement model

operational (a formula over systems data) — not a reflective survey scale; “reliability” here means data quality, not internal consistency

What it operationalizes

This metric measures the construct(s) below from operational data. Through them, it connects to the meta-analytic relationship network — the bridge from what you measure operationally to what the science knows.

Programmatic access: /api/v1/metrics/metric.quality_assurance_score.