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Nouran Smogluk

Nouran is a passionate people manager who believes that work should be a place where people grow, develop, and thrive. She writes for Supported Content and also blogs about a variety of topics, including remote work, leadership, and creating great customer experiences.

Best Practices

What Should Customer Service QA Actually Measure?

One QA team described reading 8,000 to 9,000 tickets per month by hand, and then moving to AI that runs quality assurance on 100% of tickets, freeing those ten reviewers to do other work entirely. A huge improvement in coverage. That also quietly raises the stakes on a question most teams never actually settled: what…

Nouran Smogluk · 16 Jun 2026