QA scorecards, rubrics and templates

How to use sentiment as a QA signal, what it reveals that a CSAT survey cannot, and how it connects to scoring empathy on every conversation.

Turn empathy, tone and de-escalation into evidence-based criteria, so soft skills stop being skipped or scored on gut feel by each reviewer.

A copyable checklist grouped by opening, handling, resolution and compliance, with guidance on auto-fails and scoring each item consistently.

Why your auto-fail list should stay short, how to test each candidate, and how to run auto-fails under automated scoring without losing agent trust.

Escalations break normal QA scorecards. What to evaluate on an escalated ticket, how to score the handoff, and how to keep the attribution fair to agents.

Equal weights quietly break most QA scorecards. Set criterion weights from evidence, test them against real scores before rollout, and keep them honest.

Rewrites for saying no, delays, errors and handoffs, each tied to a QA criterion so you can coach agents on the new phrasing and score for it.

Copy a ready-made scorecard for support, live chat, email, voice or complaints, with plain-English definitions and suggested weights, no sign-up needed.

What an auto-fail means, examples of failures that earn one, and how it differs from simply giving a criterion a heavy weight on your scorecard.

A QA rubric is the set of weighted criteria used to score customer service conversations for quality. Here are common criteria and how weighting works.

A quality monitoring form is the scorecard reviewers use to evaluate a customer service conversation against agreed criteria. Here is how it works.

A complete customer service QA checklist plus a free template: what to review, how to score it, and how to keep the checklist from going stale.