All work
Production at Afriex
A Support QA app that doubled a spreadsheet's output in a year
Customer Support tracked agent QA reviews in a spreadsheet that was slow, messy and sometimes crashed, so people avoided it. I rebuilt the workflow as a Retool app on Postgres, migrated the history, and built coaching analytics into it.
- QA records captured in the first year
- 81,000+QA records captured in the first year
- Historical spreadsheet records migrated
- ~40,000Historical spreadsheet records migrated
- Saved each week
- 5+ hoursSaved each week
RetoolPostgreSQLSQL
Before and after
| Spreadsheet | Retool app on Postgres | |
|---|---|---|
| Reliability | Slow, messy, sometimes crashed | Structured and stable data capture |
| Volume | About 40,000 records in nearly three years | 81,000+ records in the first year |
| Feedback | Limited insight for agents and the CX team | Rep-level analytics embedded for coaching and training |
What I built
- Migrated about 40,000 historical records from the spreadsheet into a Postgres database.
- Rebuilt the review workflow as a Retool app with structured, consistent data capture.
- Embedded performance analytics so team leads can coach individual reps and shape training.
- Made it easier to surface patterns for agent reviews and QA feedback.
The problem wasn't missing features. The spreadsheet was slow and unreliable, so adoption was weak and the data suffered. The app made capture structured and stable, and volume more than doubled.
Screens and agent data belong to Afriex, so this page stays at the level of method and results.