Metrics and SLAs for a quality program

The behavioral and hiring-manager rounds want to know you'd build the system, not just work the tickets. That means having a clear answer to “how would you know if Cursor's quality is improving?” - with metrics, SLAs tied to severity and trends rather than snapshots.

A quality program is judged on two layers of metrics. Operational metrics tell you whether the response machine is working. Quality metrics tell you whether the product is actually getting better. Confuse them and you can have a beautifully fast support team shipping users a steadily worse product.