2025 to 2026
As Director, I worked on vendor coaching prompts that accounted for sentiment, conversation stage, and a quality rubric. Later work across my Nerdy tenure included an evaluation workflow with iterated judges and alerts for leaders. I built the evaluation workflow with open-source components.
The intended use was concrete: point a manager toward a conversation worth reviewing, whether it offered a chance to recognize good work or coach a difficult interaction. The manager still needed to read the conversation and use their judgment.
Decisions
Ground feedback in the interaction
Include conversation context and the quality rubric in coaching prompts.
Bring evidence to leaders
Surface contacts for human review, recognition, and coaching.
Collaborators
- Team leaders: Reviewed conversations and used the findings in coaching.