Skip to main content
ES
← Back to All Projects
Frontend for Operations

Unified QA & Audit Workbench for Multi-market Operations

Evaluation interface for real-time quality assurance and coaching across multinational customer care and content moderation teams.

40% Faster Audits
QA Cycle Time
98.5% Inter-Rater Reliability
Scoring Consistency
-6% Team Attrition
Turnover Impact

Core Technologies & Focus

TypeScript TailwindCSS Canvas API REST APIs LocalStorage Caching

Operational Workflow Architecture

PROBLEM → SYSTEM → OUTCOME
01. BEFORE Operational Friction

Quality auditors and supervisors had to jump between several tabs (ticket views, moderation queues, internal guidelines and scorecard forms). It wore them out and led to inconsistent scoring across the European and LATAM hubs.

02. SYSTEM What I Built

I built a single-window Unified QA Workbench that combines ticket context, inline guideline search, real-time score calibration and an automatic E-Coaching action plan generator.

03. OUTCOME Operator Impact

Removed auditor wait time and cut evaluation time by 40%.

Key Decision & Trade-off

DECISION:

Zero-latency optimistic caching in local storage with background sync, instead of a database transaction on every keystroke.

TRADE-OFF ACCEPTED:

Accepted brief eventual consistency between tabs so the UI never freezes during fast multi-ticket evaluations.

System Architecture Highlight

Modular UI components with zero dependencies, high-contrast accessibility (WCAG AA), instant local draft autosave and keyboard-first audit shortcuts.

Executive Summary

QA in mission-critical operations has to be fast and precisely calibrated. This workbench brought scattered workflows together in one ergonomic dashboard.

Key Technical Features

  • Keyboard-Driven Scoring: Hotkeys built for auditors who score all day, cutting mouse movement by 60%.
  • Contextual Guidelines Drawer: Suggests the relevant compliance criteria for the ticket category or dispute type.
  • Automated E-Coaching Action Plans: Creates structured, practical feedback for the agent as soon as the scorecard is submitted.
  • Offline Resilience: Saves active evaluations to localStorage automatically, so nothing is lost when the network drops.

Impact & Results

  • 40% shorter audits, which let QA teams raise sampling coverage from 3% to 7% of total volume.
  • Cut disputes between agents and auditors by 45% with clear scoring rationales linked to the guidelines.
← Back to All Projects Discuss this Architecture