QA and Performance Coaching for Embedded IT Service Teams

Embedded teams often inherit quality expectations but not a clear coaching system.

That creates uneven performance: strong technical work from some engineers, inconsistent customer experience from others.

Coaching Framework That Works

• Weekly QA review of a representative ticket sample.
• Calibration sessions between client leads and provider supervisors.
• Individual coaching plans tied to observable behaviors.
• Follow-up checks within two weeks to verify behavior change.

The goal is measurable improvement, not one-time feedback.

What to Measure

For embedded IT service delivery, track both technical and service behaviors:

• resolution quality,
• documentation completeness,
• escalation judgment,
• customer communication clarity,
• adherence to SLA milestones.

If you only measure speed, quality will drift.

Real Delivery Example

Red Shore implemented a coaching program for a mixed internal/augmented support team handling platform and integration incidents.

After two coaching cycles:

• QA consistency improved across evaluators,
• escalations with missing context dropped significantly,
• customer update quality improved during incident windows.

The biggest lift came from coaching communication behaviors, not technical remediation.

Human Factor

People respond better to coaching when feedback is specific and balanced:

• what worked,
• what created risk,
• what to do differently next time.

Generic “be better” feedback rarely changes behavior.

If You Do One Thing This Month

Pick one recurring QA failure type and build a short coaching playbook around it with examples of good and poor execution.