.png?width=322&height=43&name=Chegg%20(2).png){kind=small}
QA that Drives Real Impact
How Chegg Delivers Value with QA and Insights
Exceptional customer support isn’t just about meeting expectations—it’s about leveraging cutting-edge QA to transform experiences and drive business growth.
Join Nate Dolin, Quality Manager, and Mary Payne, Manager of Support Insights at Chegg, as they reveal how their teams use AI, VoC, and targeted QA to turn customer feedback into powerful business decisions. Discover how Chegg refines agent performance, streamlines interactions, and delivers measurable results that matter.
Where: Zoom Webinar
By entering your email address, you agree to receive marketing communications in accordance with our Privacy Policy.
Learn Strategies to Achieve Transformative QA
In this webinar, we’ll explore:
- Targeted Sampling: Discover how Chegg’s QA team uses targeted sampling to focus on interactions that matter most, enabling support teams to address key issues effectively.
- Turning Customer Sentiment into Actionable Insights: See how Chegg’s Insights team uses sentiment analysis to inform product and policy updates that directly address customer needs.
- Overcoming Training Challenges: Get insights into the obstacles Betterment faced while training their chatbots, including managing legal and regulatory risks, and how they ensured clarity and coherence in bot interactions.
- Collaborative Insights Across Teams: Learn how Chegg’s QA and Insights teams work together, using custom metrics to identify trends and solve complex support challenges.
- Optimizing Agent Performance with Data-Driven QA: Explore how Chegg combines coaching with holistic QA to ensure agents are empowered to deliver quality interactions that matter.
.png?width=920&height=735&name=Frame%202692%20(12).png)
.png?width=1080&height=1080&name=Webinar%20Bio%20Circles%20(61).png)
About Mary Payne
Mary is the Support Insights Manager at Chegg, where she spearheads the Voice of Customer (VoC) program. Recognizing a unique opportunity to elevate user feedback from support channels, Mary has built Chegg’s VoC program from the ground up over the past year. With 5 years of experience managing Customer Support functions, she excels in establishing new teams, streamlining processes, and leading through transformative changes. Mary has successfully partnered with MaestroQA to leverage their VoC tools and AI capabilities, significantly enhancing customer feedback outputs.
.png?width=1080&height=1080&name=Webinar%20Bio%20Circles%20(62).png)
About Nate Dolin
Nate is a Quality Manager at Chegg, where he drives AI-powered insights to optimize customer interactions and streamline processes. With deep expertise in Large Language Models, he transforms data into actionable strategies that directly enhance customer satisfaction. Nate’s leadership is rooted in a genuine understanding of the challenges agents face and the experiences of customers navigating support, ensuring his QA initiatives are both empathetic and impactful. He focuses on using technology to drive efficiency, scalability, and continuous improvement, turning complex data into practical solutions that empower teams and elevate business outcomes.
.png?width=1080&height=1080&name=Webinar%20Bio%20Circles%20(63).png)
About David Chitwood
David is is the Director of Customer Experience at MaestroQA where he oversees a global customer support team. He's passionate about leveraging data to identify business opportunities and process improvements that drive efficiency and better customer outcomes. David has 10+ years of experience leading customer support teams at companies like J. Crew and Intersection.