Shopify Ops Glossary
Quality Assurance (Ops QA)
The process of reviewing customer support interactions to ensure quality standards.
Definition
Ops QA involves systematically reviewing a sample of customer interactions — typically 5–10% of total tickets — to assess agent quality, brand voice adherence, accuracy, and policy compliance.
Why It Matters for Shopify Brands
QA is the mechanism by which ops quality is maintained and improved over time. Without QA, standards drift. With regular QA and feedback, agent quality improves measurably over weeks and months.
Benchmarks
Brands with formal QA programs (weekly review + agent feedback) see CSAT improvements of 10–20% within 90 days compared to teams without QA.
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