How QA scorecards work, and how to build one with your partner
What a quality assurance scorecard measures, how interactions are sampled and scored, why calibration matters and how scores turn into coaching.
On this page
Speed is easy to measure. Quality is harder, which is why it is often measured badly or not at all. A good quality assurance (QA) scorecard turns quality into something specific, consistent and improvable.
What a scorecard is
A scorecard is a list of criteria used to score a sample of interactions, whether calls, chats, emails or back-office tasks. Each criterion has a clear definition and a weight. The total gives a quality score per interaction and per agent.
What to measure
Most scorecards group criteria into a few areas:
| Area | Example criteria |
|---|---|
| Accuracy | Correct information, right resolution, correct account notes |
| Compliance | Identity checks, required disclosures, data protection |
| Process | Correct tagging, escalation followed, follow-up set |
| Customer experience | Tone, empathy, clarity, ownership |
Some criteria should be critical: getting them wrong, such as skipping an identity check, fails the interaction whatever the rest of the score.
Build it together
The best scorecards are built with the client, not handed over by the partner. You know what matters to your customers and your regulators. Your partner knows how to make criteria measurable and consistent. Start simple, with around ten to fifteen criteria, and refine over time.
Sampling
A set number of interactions is scored for each agent every week, with more for new agents and for high-risk work. Samples should be random, plus targeted reviews of complaints, escalations and very long or very short interactions.
Calibration
Two people can score the same call differently. Calibration fixes this: your team and the quality team score the same interactions, compare results and agree on how each criterion should be applied. Monthly calibration keeps everyone aligned, especially when policies change.
From scores to coaching
Scores are only useful if they change behaviour. Scores should be shared with the agent, the team lead and the client. Low scores lead to coaching, refresher training or a fix to the process if the problem is systemic. Every coaching action should be tracked until it is closed.
Keep QA independent
Quality analysts should sit outside the operations reporting line. If the person scoring is managed by the person being measured on the score, there is a conflict of interest.
Frequently asked questions
How many interactions are scored?
A set number per agent per week, agreed with you, with more for new agents and high-risk work.
Can we score alongside your team?
Yes. Monthly calibration sessions are part of how we work.
Learn more about our quality assurance and compliance service, including independent audits of existing contact centres.
Topics
- quality assurance
- scorecards
- coaching
Maxed BPO team
Outsourcing specialists in Nairobi
Written by the people who recruit, train and run outsourced teams at Maxed BPO every day.
