Assessment Strategy Proposal for TechFlow
High completion rates and strong scores aren't always a success story. For TechFlow's Customer Service Excellence Program, they were masking an above-baseline field escalation rate — which pointed to assessments measuring the wrong things entirely. This project reframes that as a design problem and defines the objectives, audience, and strategic direction for a performance-based assessment system built to close the gap.
Summary
TechFlow's Customer Service Excellence Program had a numbers problem hiding in plain sight: 98% completion, an average score of 87%, and a post-training escalation rate 35% above baseline. Supervisors across all three call centers were spending extra time re-teaching skills the program claimed to cover. This proposal reframes the situation as a design failure — the assessments were measuring policy recall, not the adaptive judgment the job actually requires — and sets the strategic direction for a performance-based system built to close that gap.
Role
Instructional Designer / Assessment Strategist
Tools
Google Docs, Claude (for prototyping)
Skills & Strategies
Learning Context Analysis, Learning Objectives Writing, Assessment Challenge Diagnosis, Assessment Theory Application, Performance Gap Analysis, Kirkpatrick Evaluation Model, Authentic Assessment Framework, Criterion-Referenced Assessment Framework
Design Decisions
Details coming soon.
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Outcomes
Details coming soon.
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