A quality assurance (QA) score is assigned after a reviewer—human or automated—evaluates a support interaction against a standardized scorecard. Criteria typically include accuracy of the answer, adherence to brand tone, correct use of macros or procedures, and regulatory compliance.
Scores are usually expressed as a percentage (e.g., 87/100) and rolled up at agent, team, and channel levels to guide coaching and identify systemic issues.
Common scorecard dimensions:
- Accuracy: Was the information correct and complete?
- Empathy & tone: Did the agent communicate respectfully and appropriately?
- Process adherence: Were escalation or tagging policies followed?
- Resolution: Was the issue actually solved?
QA scores work best when paired with customer-facing metrics like CSAT (customer satisfaction score) or NPS (Net Promoter Score), since high internal scores don't always correlate with customer satisfaction. A regular calibration process among reviewers keeps scoring consistent.