Maestro QA Quality Assurance for Support

Quality Assurance (QA), Quality Management (QM), agent coaching and KPI reports

Additional fees may apply
Some apps may require a purchase or subscription outside of Zendesk in order to function properly. See app description for full details.
Preview image of app
Preview image of app
Preview image of app

The official Maestro QA integration for Zendesk support.

Maestro QA makes QA / QM software for modern support teams. Our integration with Zendesk lets teams automatically assign agent tickets for grading, customize scorecards to reflect their brand needs, identify areas for agent coaching and report on quality of the agent support .

Etsy, Mailchimp, Peloton, and more use Maestro QA for quality assurance (QA) / quality management (QM) purpose to improve agent performance and enable amazing customer experiences through quality support experience.

The Maestro QA Quality Assurance App enables you to:

  • Build customized agent QA/QM scorecards

  • Grade agent tickets with a side-by-side QA scorecard view

  • Turn your agent QA score into a trusted KPI to measure agent performance and career progression

  • Identify training gaps for agent coaching opportunities

  • Drive agent coaching, learning, development, and retention

  • Improve CSAT, NPS, AHT, and other key metrics through QA/QM insights and agent coaching sessions

Agent support teams and quality assurance (QA) / quality management (QM) leaders love to leverage Maestro QA to understand agent performance, find coaching opportunities and enable exceptional customer experiences.

By making my QA / QM process more efficient, I was identifying more valuable areas for opportunity & able to lead larger, more targeted projects. During the first 6-8 months of using Maestro QA our average QA / QM score increased from around 70% to 90%. Over the second half of the year, CSAT increased about 11%. We would not have seen those QA / QM score increases if I was still spending a day a week pulling reports and managing my team's daily tasks.

Sarah, CX Quality Manager

Maestro QA allows for seamless grading and grades sitting side-by-side in addition to allowing the agent to see the scorecard right within the review. Agents feel more empowered to resolve on their own.

Eric Komo, Leadpages, Technical Trainer

Want to know more about how quality teams use our quality assurance (QA) / quality management (QM) tool to empower their agents to provide higher quality services by getting the quality of their work graded and improved via agent coaching? View our customer case studies.

Have questions for our team?

Email us directly at team@maestroqa.com or visit www.maestroqa.com to chat with us to explore your quality assurance (QA) / quality management (QM) needs by evaluating quality of the agent support service, filling those gaps through agent coaching sessions.

Other info: - Request a demo of the full Maestro QA experience

App details

Works with
Support
Author
MaestroQA
Price (USD)
Free to install
Additional fees may apply
Some apps may require a purchase or subscription outside of Zendesk in order to function properly. See app description for full details.
See pricing details

What people are saying

5.0

(69)
68 reviews
Luca Messina
over 2 years ago

Not only is MaestroQA a viable software for all things QA-related. The support staff has been nothing short of phenomenal. Hannah, David and Robby pride themselves on accessibility and a no-stone-unturned approach in terms of functionality and product usage. Highly recommend.

Anonymous
over 3 years ago

Customers must be treated as Kings and Queens

Ryan K.
about 4 years ago

MaestroQA, like many other teams, is the tool of choice for all things Quality related! The team is always extremely friendly, approachable, and has massive amounts of experience when talking about their product. Whenever I have questions, they set expectations of waiting a couple of hours for a response but add to the surprise and delight factor when Matt (9/10 times) responds within a couple of minutes! He's gotta be a robot... As 2021 plannings go in place, we'll definitely be utilizing MaestroQA more effectively for reporting and trying to obtain some solid data that we can use for our CX team.

Frances
about 4 years ago

Phenomenal product for agent QA. 3 reasons why: constantly releasing new features in response to customer requests; amazing support from CSMs; incredible community of CX leaders.

Moon Strangeweather
about 4 years ago

MaestroQA is unique in that they work hard to facilitate a helpful community of other QA professionals that share solutions and ideas. During my time of updating my rubric, I felt fully supported by the MQA community as well as the MQA staff. Whenever we found a space that could be improved, it was often already in the works! There's no way I could manage our QA needs with MaestroQA & I'm looking forward to all the new things I'm sure they're working on!

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