You will get a QA scorecard and coaching system built for your support team
Top Rated
Top Rated
Project details
Most QA programs don't fail because of bad intentions.
They fail because the scorecard is measuring the wrong things, the scoring is inconsistent between reviewers, and agents don't understand what "good" actually looks like in practice.
A checklist is not a QA system. A number on a spreadsheet is not coaching. And a score that agents can't act on is just noise with extra steps.
I build QA systems that hold up — scorecards that reflect your actual service standards, coaching frameworks that help managers give feedback that lands, and calibration processes that keep scoring consistent across your team.
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WHO THIS IS FOR
→ Support managers building QA from scratch before the team scales
→ Team leads who inherited a QA program that nobody trusts or uses consistently
→ Founders and COOs who need QA infrastructure before hiring more agents
→ Support leaders whose current scorecard isn't driving improvement
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If your QA scores don't drive improvement, your team doesn't trust the rubric, or you're building support infrastructure for the first time — send me a message. I'll tell you which tier fits your situation before you order.
They fail because the scorecard is measuring the wrong things, the scoring is inconsistent between reviewers, and agents don't understand what "good" actually looks like in practice.
A checklist is not a QA system. A number on a spreadsheet is not coaching. And a score that agents can't act on is just noise with extra steps.
I build QA systems that hold up — scorecards that reflect your actual service standards, coaching frameworks that help managers give feedback that lands, and calibration processes that keep scoring consistent across your team.
────────────────────────
WHO THIS IS FOR
→ Support managers building QA from scratch before the team scales
→ Team leads who inherited a QA program that nobody trusts or uses consistently
→ Founders and COOs who need QA infrastructure before hiring more agents
→ Support leaders whose current scorecard isn't driving improvement
────────────────────────
If your QA scores don't drive improvement, your team doesn't trust the rubric, or you're building support infrastructure for the first time — send me a message. I'll tell you which tier fits your situation before you order.
Project Type
Project Management, Virtual Assistance, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$500
|
Standard
$800
|
Advanced
$1,200
|
|---|---|---|---|
| Delivery Time | 5 days | 7 days | 10 days |
Number of Revisions | 1 | 1 | 1 |
Optional add-ons
You can add these on the next page.
MaestroQA or Klaus scorecard setup
(+ 1 Day)
+$150
Manager scoring guide
(+ 1 Day)
+$100
Extra 30-min follow-up call
+$75Frequently asked questions
4 reviews
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MM
Mike M.
Jul 1, 2026
QA editor for online corporate education courses
She did a good job and was very responsive
SC
Sami C.
Apr 20, 2026
🚀 Expert Zendesk Messaging consultant
KT
Karen T.
Jan 3, 2026
LinkedIn Profile Optimization for Job Search
Faye exceeded my expectations. Her expertise led me to expand the scope of the project for an even stronger result, and her communication made the collaboration seamless.
AI
Anata I.
Nov 10, 2025
Tester
About Faye Margaret
Zendesk Admin & Expert | Support Ops Director | Business Consultant
100%
Job Success
Struer, Denmark - 9:54 pm local time
Most support teams don't have a people problem. They have a systems problem.
Tickets pile up because workflows are broken, ownership is unclear, and Zendesk is still configured for a business that no longer exists. QA is reactive. Reporting shows volume, not direction. AI agents were deployed but nobody measured whether they actually worked.
I fix that.
I help SaaS and eCommerce companies turn customer support from a cost center into a functioning operation — through Zendesk configuration, AI agent deployment, QA systems, analytics, and support leadership. Over 16+ years in customer operations, including 4+ years as Head of Support and Enterprise Zendesk Administrator. I've managed remote-first support teams of 2 to 100+ agents across eCommerce, SaaS, and tech — covering phone, chat, and email.
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WHAT I DELIVER
✔ 95%+ CSAT across 4,500+ monthly customer interactions
✔ 28% reduction in average resolution time through Zendesk workflow redesign
✔ 30% inbound ticket deflection through AI agents and automation
✔ 30–60% backlog reduction within weeks of engagement
✔ 8 QA rubrics built and deployed, improving first-contact resolution by 18%
✔ $500K+ in annual operational savings through process and tooling improvements
✔ $300K/year saved through system and user license audits alone
✔ Agent onboarding time cut from 150 days to 30 days
✔ 10 Help Centers launched in 9 months
✔ 20+ teams trained in Zendesk administration, workflows, and best practices
✔ Custom Zendesk apps configured and deployed for specialized team workflows
✔ Executive dashboards and KPI reporting built from scratch across multiple accounts
These aren't estimates. You can see the work in my portfolio.
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WHAT I CAN HELP WITH
✦ Zendesk implementation, audits, cleanup, and configuration overhaul
✦ AI Agent setup, routing logic, automation, and deflection measurement
✦ Triggers, automations, macros, views, forms, and ticket taxonomy design
✦ Custom app setup and Zendesk Marketplace configuration
✦ QA scorecards, calibration programs, and coaching frameworks
✦ SLA design, FCR improvement, and backlog reduction
✦ KPI dashboards, support analytics, and executive reporting
✦ Help Center architecture and knowledge management
✦ SOPs, escalation paths, and operational documentation
✦ Agent onboarding, training programs, and Zendesk team enablement
✦ Interim Support Management and Fractional Head of Support
✦ End-to-end support oversight for small teams (2–10 agents) across phone, chat, and email
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YOU MAY BE A GOOD FIT IF...
✦ Your backlog grows faster than your team can resolve it
✦ Zendesk is underutilized, misconfigured, or built for a team you no longer have
✦ You're running AI but can't point to concrete deflection numbers
✦ Processes live in Slack threads instead of documented workflows
✦ QA is inconsistent, informal, or doesn't exist yet
✦ Your reporting tells you what happened, not what to fix
✦ You're building a support function from scratch and need it done right the first time
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HOW I WORK
Every engagement starts with an audit. I look at what's actually configured, what's broken, and what's costing you time and money that nobody has quantified yet. From there, I prioritize what moves the needle first — not what looks impressive in a proposal. I don't hand off a configuration and disappear. I build systems your team can operate and your leadership can trust.
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WHAT CLIENTS SAY
"Faye has significant technical expertise in Support Operations tools — Zendesk, HubSpot, Zapier. She is the go-to expert not only for her team but for key business partners. She developed a robust learning program that helped the team gain and retain proficiency in their key tools, and uses 1:1 coaching to constantly elevate her team members." — Abhishek, SVP
"Faye is customer-centric. She went through a lot of tickets, scenarios, and consultations to arrive at a QA roadmap that reflects the company's culture. The behaviors she asked every customer support specialist to demonstrate transcended the team. My colleagues and I unknowingly learned to apply those quality attributes across all our communications. She sets a genuinely good example." — Jill, Team Lead
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BEFORE YOU MESSAGE ME
Check my portfolio first. It shows the actual deliverables — QA frameworks, Zendesk builds, onboarding systems, and reporting structures: so you can judge the quality of the work before we talk or chat. If what you see matches what you need, send me a message with a brief description of your current setup and your biggest pain point.
Steps for completing your project
After purchasing the project, send requirements so Faye Margaret can start the project.
Delivery time starts when Faye Margaret receives requirements from you.
Faye Margaret works on your project following the steps below.
Revisions may occur after the delivery date.
Discovery questionnaire sent and reviewed
I send a short discovery form covering team size, ticket types, tone standards, current QA setup, and the main problems you're trying to solve. I review your answers before building anything.
Scorecard categories and weights confirmed with you
Before writing the full rubric, I share the proposed scorecard structure — categories, weightings, and focus areas — for your input. You confirm or adjust before I build the full scoring system.