Glossary

QA scorecard: what it is and what it means for you as a buyer

Also called: Quality assurance scorecard, Quality scorecard, Call monitoring form. Last reviewed .

A QA (quality assurance) scorecard is a checklist a reviewer uses to grade a sample of an agent's real tickets or calls against your rules. It turns "are they doing a good job?" into scores you can read each week.

What it means for you as a buyer

A QA scorecard lets you check the work without reading every ticket yourself. Ask for a blank copy before you sign, and look at what each line checks, who fills it in, how many contacts are reviewed and how often. A good scorecard is built from your own rules, so give the provider your help articles, refund limits and examples of replies you like. Ask to see the tickets behind the scores, too: a number with no tickets behind it is a claim, and a number you can click into is a check.

A worked example with numbers

In this example week, a reviewer checks 20 of one agent's contacts on four lines and the agent passes 74 of 80 checks, or 92.5%. The lines and scores are made up to show the format; they are not client data.

Example: one agent's weekly scorecard, 20 contacts reviewed
Line checked Passed Score
Correct answer, per your policy 19 of 20 95%
Replied within your target time 18 of 20 90%
Tone matches your style guide 20 of 20 100%
Tagged and logged correctly 17 of 20 85%
Overall 74 of 80 checks 92.5%

The overall line is the least useful one. The tagging line is where the action is: three misses in twenty means the agent, or your tag list, needs a fix, and a good team lead will name the three tickets and say which it was. The "replied within target" line ties to first response time, and many scorecards also report average handle time.

Where this appears in our pricing or process

Team lead supervision is in the hourly rate, and what the provider has confirmed in writing is live reporting sheets, updated in real time, covering attendance, productivity, performance targets and campaign results, which you can open whenever you like. A ticket-level scorecard built from your rules, and the number of contacts reviewed each week, are not in its written answers, so agree both on the first call. The who-manages section of the how-it-works page shows who supervises the agent and how the results reach you.

Questions buyers ask

Can I change what the scorecard checks?

Yes. The lines come from your rules: refund limits, tone, tags, escalation. When a rule changes, tell the team lead and the line changes with it.

  • Team lead
    A team lead is the manager on the office floor who coaches agents, checks their work and answers the client. Why it matters, with a worked example.
  • First response time (FRT)
    First response time is how long a customer waits for the first reply from a person. How to read it, and how overnight cover changes it, with an example.
  • Average handle time (AHT)
    Average handle time is the average time an agent spends on one contact, wrap-up included. How to use it to size a seat, with a worked example.

How the team lead checks your agent's work

Sources

  1. Quality assurance, Wikipedia, checked 7 November 2026.
  2. Performance indicator, Wikipedia, checked 7 November 2026.

We publish what the provider has confirmed in writing. If a figure is not here, we have not been able to confirm it.