How Kahoot! builds a quality-first support culture

Known for making learning engaging, social, and accessible, Kahoot! has grown into a global leader in EdTech. Over the past 12 years, Kahoot! has recorded 12 billion non-unique participants enjoying its signature interactive quizzes and games in classrooms, companies, and homes around the world.

As Kahoot! continues to expand, with over 600 employees across eleven global offices—maintaining a consistent, high-quality customer support experience becomes increasingly complex.

Envisioning a quality-first culture

Before implementing Zendesk QA, Kahoot!’s quality assurance process was entirely manual and increasingly unsustainable. Reviews were conducted in Google Sheets, with tickets selected at random and no filtering mechanisms in place.

Coaching sessions lacked structure, making it difficult to guide agent development effectively. There was minimal visibility into performance trends, and no consistent method for identifying agent strengths or areas for improvement. As a result, the process did little to support growth or foster a culture of quality within the support team.

Kahoot! was looking for more than just operational improvements—the team envisioned a quality-first culture where agents felt empowered, supported, and genuinely proud of their work. The goal was to close knowledge gaps with precision, deliver consistent and meaningful feedback, track performance improvements over time, and streamline coaching into a scalable, structured process. To bring that vision to life, Kahoot! turned to Zendesk QA.

Trading spreadsheets for AI-powered QA

With Zendesk QA, the company redefined how it approached support quality, trading spreadsheets for a streamlined, all-in-one QA solution. “Efficiency is the biggest benefit,” says Kahoot! team member Filip. “Everything quality-related is in one tool.”

The platform’s native Zendesk integration enabled automated ticket assignments, saving valuable time and ensuring consistent review coverage. A centralized QA hub replaced scattered documents, giving agents, managers, and reviewers a shared space to collaborate and act on feedback.

Kahoot! tailored its QA scorecards to reflect what quality truly means for the CX team, assigning weighted metrics like “Solution” (27%) and “Grammar” (2%). Their company’s IQS benchmark was set at 93 percent, high enough to drive excellence, but still realistic, and encouraging for agents striving to grow.

Greater agent visibility and ownership

The use of QA tools has given Kahoot! agents greater visibility and ownership over their performance. Agents can now review past QA sessions, leave comments, and track their growth over time. “The ability to revisit one-to-one sessions helped agents avoid repeating mistakes,” Filip explains. “It’s made coaching more personal and effective.”

For smaller teams or quicker reviews, Kahoot! used simplified scorecards with just a single category and overall feedback, keeping the process lightweight without sacrificing quality. When assigning tickets for review, the team kept their filters simple, typically focusing on the number of agent replies and ensuring the conversation was closed with no further response expected. This approach helped keep reviews relevant, timely, and easy to scale.

Driving measurable gains

The impact of Zendesk QA at Kahoot! was both immediate and measurable. IQS rose from 92 percent to 94 percent. At the same time, reopen rates dropped by two percent, indicating better first-contact resolution.

The team also scaled its quality efforts significantly, with ticket review volume increasing from 200 to 500; a 150 percent boost in coverage and efficiency. Even customer satisfaction improved, climbing over 5 percentage points year-over-year and stabilizing at around 90 percent, a testament to how stronger internal quality processes can positively influence the customer experience.

The Quality & Training team at Kahoot! is growing, signaling a deeper investment in coaching and agent development. The company is also exploring Zendesk AI features to further enhance performance, while staying grounded in the human-centered approach that defines their support culture.

As Filip puts it, “Zendesk QA helps agents see how important quality is—not just for the company, but for themselves.” Ultimately, that shift in mindset may be Kahoot!’s most meaningful achievement yet.