There was no ticket for it. No project brief, no roadmap item, no manager who pulled me aside and said this needs to exist. The QA process I built for our AI-generated responses started the way a lot of the most important work I’ve done started: I noticed something was wrong and couldn’t stop thinkingContinue reading “How I Built a QA Process Nobody Asked For”
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How to Read a Ticket Queue Like a Strategist
Most people in customer support are trained to close tickets. Move fast, resolve the issue, hit the metrics, next. The goal is throughput. The measure of a good day is a cleared queue and a green dashboard. That’s not wrong. Speed and resolution matter. Customers don’t want to wait, and a backlog is a realContinue reading “How to Read a Ticket Queue Like a Strategist”