A four-dimension rubric (grounding, citation, answer handling, usefulness) with a strict pass rule and a CSV scoring sheet, so reviewers grade retrieval-augmented answers consistently and separate search failures from generation failures.
A custom GPT for support team leads and QA specialists: paste a ticket conversation and it scores the agent's replies against your QA rubric, quotes the evidence for each score, and writes short, specific coaching notes the agent can act on.