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Refine CX Operations with Our Call Center Quality Assurance Scorecard

Initial call evaluation

Listening and communication assessment

Policy adherence and SOP check

Call closing evaluation

Post-call activities assessment

Overall evaluation

Optimize Your CX Approach — Download Your Template
Note: If you need to edit this on Android please use Adobe acrobat.

Why Download QA Scorecard Template?

Drive the value of precision in QA with utmost accuracy, and through trial and tested template, utilized by Fortune 500 companies.

Streamline Performance Evaluation

Effortlessly assess and benchmark the call center operations against pre-defined KPIs and achieve CSAT up to 99%.

Drive Consistent Quality

Ensure that every agent delivers outstanding performance, adheres to SOPs, and helps you improve customer loyalty.

Enhance Agent Development

Empower managers with key insights to provide targeted, and actionable insights to accelerate agent growth and performance.

Reach the Quality Peak with Free Call Center QA Scorecard

Our Call Center Quality Assurance Scorecard Template is designed to simplify and systematize quality assessments, helping you track performance, spot areas for improvement, and foster consistent excellence.

Pre-configured performance metrics to help you save time, cost, and effort.

Customizable scoring systems that fit your organization’s quality standards.

Individual and team performance evaluation, allowing data-driven decisions.

Call Center Quality Assurance Scorecard

Leverage QA Insights and
Optimize Your CX Operations

Quickly uncover your QA score and gain instant insights to
optimize your operations for greater efficiency.

Download Your Template Now

Insights to Call Center Quality Assurance Scorecard

Turn data into action with measurable QA insights

Structured Evaluation

A ready-to-use call center quality assurance scorecard, structured to evaluate interaction skills, call handling, and post-call activities.

Flexible Scoring System

Customizable scoring system, and categories to assess each metric and gain a measurable data-driven result of your call center operations.

Actionable Instructions

Built-in instruction field to provide constructive guidance on how to improve the call center quality, agent performance, and CX metrics.

Seamless Performance Tracking

Customize the template to track individual agent performance or entire BPO operations, and generate reports with valuable insights.

Adaptable To All Sizes

Whether you manage a small team or outsource a large call center, this QA scorecard template adapts to all business size and types.

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heading-icon Frequently Asked Questions heading-icon

What is call center quality assurance scorecard template?

It’s a pre-designed framework, that simplifies the process to evaluate call center agent performance and complete service quality.

Can I modify the scoring mechanism?
Yes, you can modify the scoring mechanism per your requirements. The instructions are available in the template about how it works. You can follow the same instructions with custom scoring mechanism.
Is this scorecard for large call centers?
Any business can use this call center quality assurance scorecard. Whether it’s a SME, enterprise or a Fortune 500 company.
How this template helps to improve agent performance?
This template offers a clear structure with all the evaluation metrics to focus. As a result, it provides the current quality status, and also the instructions to improve it.
How this template is beneficial over time?
We update all our templates, guides, and checklists as soon as a new trend, innovation, business requirement, or best practice is in the market.

Therefore, this template will always be up-to-date and beneficial in the long run.

What tools or software are required to use this template?
You only need a device of your choice, and the template will be accessible. No additional tools or software are required. Download and use, it’s that easy.