Tools & Setup

QA Reviews

QA reviews are a peer coaching tool. You review other specialists' recordings during downtime, and your own meetings are reviewed the same way. Here's how the full process works.

When to do QA reviews: Any time you are on the clock but have no scheduled meetings, QA reviews should be your default activity. No-shows, gaps between meetings, and end-of-day downtime are all good times to review recordings.

How to Review a Recording

Follow these steps to complete a peer review in the Consultation Portal.

Open the QA Reviews Tab Go to the Consultation Portal and click the QA Reviews tab. You'll see a list of unreviewed recordings with the customer name, specialist name, meeting date, and call outcome for each entry.

Select a Recording Click the Review button next to any recording. You can pick any unreviewed call; there is no required order. Only pick recordings from other specialists (not your own) to keep the process objective.

Watch the Full Recording Click the Open recording link to open the Calendly recording in a new tab. Watch the entire recording before filling out any feedback. The recording page includes an auto-generated summary and notes from Calendly for context, but your feedback should be based on what you observe in the video itself.

Complete the Feedback Form Return to the portal tab. Under "Your Review," fill in:

Your Name: Enter your own name (first and last)
What did the specialist do well? Be specific. Note strong communication, empathy, product knowledge, or effective troubleshooting.
What could the specialist improve on? Offer constructive, actionable feedback. Focus on behaviors, not personality.
What could have been done differently to save the sale? (Optional) If the outcome was not a refund, the sale was already saved.

Check Applicable Boxes Review the two optional checkboxes before submitting:

Good Candidate for Training Demonstrations: Check if the recording features an exceptionally positive call or a great demonstration of best practices.
Escalate (Flag for Manager Review): Check if you observe anything that may need management attention, such as a policy violation or a significant deviation from expected behavior.

Submit and Continue Click Submit Review to save your feedback. The recording will be marked as reviewed and removed from the unreviewed list. Continue with additional recordings for the rest of your downtime.

Viewing Feedback on Your Own Calls

Below the unreviewed recordings list, there is a My Feedback section. To view feedback on your own consultations:

Select your name from the dropdown
Enter the password provided to you by Liz
Your reviews will appear, searchable by customer name or date

Passwords are individual and keep your feedback private. If you haven't received a password yet, feedback may not be available for your calls (you'll be notified when it is).

What Gets Reviewed

Reviewers evaluate meetings across these areas. Not every category applies to every call; scoring is based on what was relevant to the situation.

Technical Knowledge

Correct device information (features, controls, differences between models)
Accurate troubleshooting steps for the reported issue
Proper insertion coaching and dome/tip guidance
Appropriate use of programs and volume adjustments

Meeting Flow & Structure

Followed the appropriate workflow (consult, welcome, or exception)
Pre-meeting prep (reviewed notes, understood customer intent)
Logical progression through troubleshooting steps
Clear closing with appropriate outcome and next steps

Communication & Rapport

Professional and friendly tone
Active listening (acknowledging concerns before jumping to solutions)
Used "show me" technique when appropriate
Handled difficult conversations or pushback with composure
Appropriate pacing (didn't rush the customer)

Outcome & Documentation

Selected the correct outcome category
Specialist notes are detailed, specific, and actionable
Recap URL was logged
If referring to CS, the reason and recommendation are clear

Tips & Best Practices

When Reviewing Others

Watch the full recording before writing feedback. Partial reviews miss important context and lead to unfair assessments.
Be specific and constructive. "Great call" or "needs improvement" is not useful. Reference specific moments from the recording.
Treat feedback as you'd want to receive it. Your teammates will read this. Be honest, professional, and supportive.
Don't skip the escalation checkbox when warranted. If something doesn't seem right, flag it. It is better to surface an issue than to let it go unaddressed.

When Reading Your Own Reviews

Read feedback promptly. The closer to the meeting you review the feedback, the better you'll remember the context.
Look for patterns. One piece of feedback is a note. The same feedback three times is something to actively work on.
Watch your own recordings. Before reading the review, watch the recording yourself and note what you'd do differently. Then compare.
Ask questions. If feedback is unclear or you disagree with a score, bring it up with your team lead. QA is a conversation, not a verdict.

QA reviews are a coaching tool, not a punishment. The goal is to help everyone improve their technique, identify patterns, and build confidence. Everyone gets reviewed.