A QA scorecard is a structured rubric used to assess customer interactions against defined behaviors and requirements, such as greeting, verification, problem diagnosis, resolution steps, empathy, accuracy, and required disclosures. Evaluators use the same criteria across calls to produce comparable scores and specific feedback.
Operationally, a scorecard creates a common definition of “good” performance, reduces reviewer-to-reviewer variation, and makes coaching more actionable. It also supports trend tracking over time, helps identify training needs and process gaps, and provides documentation for compliance and performance management.
Scorecards are typically calibrated across reviewers and updated when policies, products, or customer expectations change. Many teams pair overall scores with critical-fail items (for example, missing a required disclosure) to separate coaching opportunities from compliance risk.
