🧠 ATTENTION! Quality Assurance Mastery & Innovation and More
Welcome to my most comprehensive Quality Assurance initiative, a multi-part performance improvement project grounded in real-world customer support cases. This project showcases how structured audits, root cause analysis, coaching, compliance, and Six Sigma principles can be used to elevate resolution accuracy, agent performance, and trust in QA.
From evaluator feedback to calibration strategy and AI-enhanced quality workflows, this project is a toolkit for QA practitioners, leaders, and aspiring analysts looking to drive meaningful, measurable change.
⸻
🎯 Some of What You’ll Find Inside
✅ Rubric-based QA Audits with Transparent Scoring
✅ Detailed SOSA Coaching Examples for Agents & Evaluators
📈 Six Sigma DMAIC Project: Boosting Resolution Accuracy
🛡️ Trust & Risk Governance in QA
🧠 Evaluator FAQ + Smart Rubric: The PECANS QA Standard
🤖 AI in QA: Scalable Workflows & Human-AI Collaboration
📘 Regulatory Compliance Coaching & Dashboards
🧰 The Ultimate QA Toolbox (CRM, QA, Data Tools & Challenges)
🏛️ Building a Quality-First Culture + COPC Implementation Case Study
And Much, Much More...
👇🏽 Click below to explore the project! 👇🏽
- The Security Audit - A comprehensive security audit project.
- Analyzing Network Structure and Security
- Analysis of Network Attack
- Applying OS Hardening
- Analysis of Network Hardening (Security Risk Assessment Report)
- Using the NIST Cybersecurity Framework to Respond to a Security Incident
- Check File and Directory Details
- Change File Permissions
- Change File Permissions on a Hidden File
- Change Directory Permissions
- Classifying the Assets Connected to a Home Network
- Scoring Risks Based on Their Likelihood and Severity
