QA

Outcome-Based QA Scorecard

For Blue-Collar Trades Call Centers

Agent Name

QA Specialist

Date

1. Problem Resolution (Max 40)

Solved the customer’s problem on the first call Full (20) Half (10) Zero (0) Confirmed details and next steps with the customer Full (20) Half (10) Zero (0)

Section 1 Earned: 40/40

2. Customer Experience (Max 30)

Tone & Empathy (warm, attentive, human) Full (10) Half (5) Zero (0) Listening Skills (let the customer speak, confirm understanding) Full (10) Half (5) Zero (0) Ownership (took responsibility to solve the issue) Full (10) Half (5) Zero (0)

Section 2 Earned: 30/30

3. Business Outcome (Max 20)

Primary goal achieved (appointment, payment, etc.) Full (10) Half (5) Zero (0) Opportunities identified (relevant add-ons, maintenance plan, etc.) Full (10) Half (5) Zero (0)

Section 3 Earned: 20/20

4. Compliance & Accuracy (Max 10)

Required disclosures (legal, safety, payment, etc.) Full (5) Half (2.5) Zero (0) Accurate system documentation (contact info, summary, next steps) Full (5) Half (2.5) Zero (0)

Section 4 Earned: 10/10

Notes

Total Score: 100/100

Rating: Excellent — Example for others