Currently our team has a process in which tickets come into the project queue and are actioned.
Our team wants to create a process in which each analyst has a sample set of their tickets they have worked reviewed by our manager.
The intent it to create a new queue (QA Review) or similar where for example 3 out of 30 tickets worked by Bob in a 1 month period are randomly selected and and marked for QA Review and added to the QA Review queue.
Each ticket marked for review will be graded against predefined criteria e.g. Memeber notified the right department (worth 10 points)
The aim is to get a total score at the end provide feedback on their work.
Any assistance you could provide would be greatly appreciated.
