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Growth · Part of Skills and Competency
QA sustained-low-score sweeper
A background worker that watches for agents whose QA scores stay low on a skill over time and routes the sustained gap into the training queue automatically — no supervisor has to notice and remember.
For the operator
The 'they keep scoring low on de-escalation' conversation becomes a training item that appears on its own, scoped to the exact skill — instead of depending on a supervisor spotting the trend and following up.
Business impact
The most expensive skill gaps are the ones nobody flags. Turning a sustained QA dip into an automatic, skill-scoped training assignment closes the QA → coaching → training loop without relying on manual vigilance.