The ‘DO NOT’ checklist for building QA scorecards

Measuring the quality of customer service is vital for any business. A well-designed QA scorecard helps you identify areas for improvement, guide future training, and focus on individual performance.

In this guide, we’ll take a closer look at common mistakes to avoid and show you how to improve your scorecard. By sidestepping these pitfalls, you’ll end up with a system that accurately reflects the quality of your customer service and sets you up for success.

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“Kaizo is an essential part in getting that awareness and finding root causes for areas that we can improve, and then trying to improve on that. ”

"The plan of action is something we missed before Kaizo. We now have the agendas and those performance insights. We can really delve into the data and put something in place to say: this is where we’re going to go, this is where you need help."

"We’ve scaled our QA process from rating 3-5 tickets each week per agent to reviewing more than 5,000 conversations every month"

"The advantage of working with Kaizo is that we now have a clear view on our global achievements and quality results"

"I can’t imagine my life without Kaizo. it’s a must-have for a Customer Service Team Lead"