The Customer Support QA Playbook

Do you feel like "quality" in Customer Support is a vibe instead of a standard? Do dashboards look great while customers keep getting confused answers? Have you been told to "implement QA" with no training, no roadmap, and no definition of what good actually looks like?

You need a better system.

After 15+ years in SaaS Customer Support and CX, Ines van Dijk has seen QA done wrong more times than she can count. Most programs turn into surveillance, box-checking, or score hoarding - producing reports no one uses and insights no one acts on. So she did what seasoned support people always do when the tooling and frameworks fail: she built her own.

In The Customer Support QA Playbook, Van Dijk shares the first comprehensive, practical, real-world framework for building a QA program that actually works for modern SaaS support teams. Not call centers. Not phone scripts. Not smiley-face metrics that tell you nothing.

This book treats QA as what it really is: a systems-thinking discipline that turns messy human conversations into clarity about customer pain, product gaps, team growth, and business impact.

You'll learn:

• How to define "quality" for your product instead of copying generic rubrics
• How to design QA reviews that surface patterns, not just individual mistakes
• How to turn QA data into product intelligence leadership can't ignore
• How to prove QA's ROI with real numbers, not gut feelings
• How to build a functioning QA program in 90 days without burning out your team

When QA is done right, Support teams get smarter, products get better, and customers need less help in the first place. This book gives you the systems, language, and confidence to make that happen.

You'll never look at "quality" the same way again.