QA Scorecard Builder
Build a quality assurance scorecard for your support team. Toggle criteria, adjust weights, copy the result.
Free quality assurance scorecard builder for customer support and call center teams. Create a custom QA rubric with weighted criteria including accuracy, empathy, tone, resolution completeness, SLA compliance, product knowledge, personalization, and documentation. Exportable as text for Notion, Google Docs, or your QA tool.
Criteria
Accuracy
Correct information provided, no misinformation, appropriate solution for the situation
Empathy
Acknowledged the customer's feelings, showed understanding, appropriate emotional response
Tone & Voice
Matches brand voice, friendly and professional, no corporate jargon, uses customer's name
Resolution Completeness
Problem fully resolved, all follow-up actions taken, customer confirmed or received clear next steps
SLA Compliance
First response within target, resolution within target, no unnecessary delays between messages
Product Knowledge
Demonstrated understanding of the product, provided relevant feature guidance, no incorrect product claims
Personalization
Response tailored to this specific customer, referenced their situation, not a generic copy-paste
Documentation
Ticket properly tagged, notes added, escalation documented with context, KB article created if new issue
Upsell / Value Add
Identified opportunity to suggest relevant features, plans, or resources that genuinely help the customer
Follow-Up
Proactively followed up on open items, checked back after resolution, closed the loop
Preview
| Criterion | Weight | Score (1-3) |
|---|---|---|
| Accuracy | 25% | ___ |
| Empathy | 20% | ___ |
| Tone & Voice | 15% | ___ |
| Resolution Completeness | 20% | ___ |
| SLA Compliance | 10% | ___ |
| Product Knowledge | 10% | ___ |
Auto-fail triggers (score becomes 0 regardless): sharing another customer's data, unauthorized data sharing, making unauthorized commitments, ignoring self-harm mentions.
AI-handled tickets score 100% on consistency
Supp gives the same accurate answer every time. No off days, no tone inconsistencies, no missed steps.
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