Call Center Quality Assurance Checklist Template

What this evaluation covers

Use this general call center quality assurance form to help evaluate calls and see whether agents followed standard call protocols. The template helps you verify whether call agents understood the customer's concern and offered the most suitable solution. It also looks at how agents behave when ending calls. You finish the evaluation by giving observations and recommendations on how agents can improve service quality.

Why call quality matters

Evaluating calls against standard protocols helps you confirm that agents handle customer concerns consistently and resolve them with the most appropriate solution. Without a common set of checks, two agents can respond to the same problem in very different ways. A shared form gives every reviewer the same lens, so the feedback you give an agent is tied to the call rather than to the reviewer.

What a good call center QA review covers

A complete review follows the call from beginning to end. The template is organised around these areas: - **Audit** — when the audit was conducted and who prepared it, plus the location. - **Solution Information** — whether the agent responded correctly to the customer's questions, provided other resources where applicable, and followed the correct procedures for transferring a call where applicable. - **Customer Service** — whether the agent used empathetic listening skills and displayed a professional attitude throughout the call. - **End of Call** — whether the agent offered further assistance and closed the call appropriately.

Scoring and handling exceptions

Each question is answered **Yes**, **No**, or **N/A**. The N/A option matters: questions about resources or call transfers may not apply to every call, and marking them N/A keeps them from counting against the agent. Use it deliberately so scores stay meaningful when you compare one call with another.

Closing the evaluation

End each review with your observations and recommendations, describing how the agent can improve the quality of service. Sign the record so the evaluation is attributable. You can generate and capture data reports to compare trends of failed answers across evaluations, and you can limit the editing permissions of your users so that quality assurance templates remain standard across the board.

Frequently Asked Questions

A call center quality assurance audit is the process of reviewing recorded or live calls against your standard call protocols to confirm whether agents follow procedure and resolve customer concerns. A typical audit works through the call in stages, covering the greeting, the solution given to the customer, the handling of the customer service interaction, and how the call is closed.

Each evaluated call is checked against the same set of questions so results can be compared consistently. The audit covers whether the agent responded correctly to the customer's questions, provided other resources when applicable, followed the correct procedures for transferring a call when applicable, used empathetic listening skills, and displayed a professional attitude throughout the call. It also covers whether the agent offered further assistance at the end of the call and closed the call appropriately.

Yes. Each question is scored as Yes, No, or N/A, so questions that do not apply to a particular call, such as transfer procedures or additional resources, can be marked N/A rather than counted against the agent. This keeps scoring fair across calls of different types.

Complete the Audit section details first, recording when the audit was conducted and who prepared it. Then evaluate the call section by section: Solution Information, Customer Service, and End of Call. Finish by writing your observations and recommendations on how agents can improve service quality, and add your signature before closing the record.

The checklist closes with observations and recommendations, which is where you record what the agent did well and what needs improvement. You can also track failed answers over time and review trends across evaluations, and you can restrict editing permissions so that quality assurance templates stay standard across your organization.

Written by

Arne Reis

Founder

Process optimizer with 25 years of expertise, focused on operational excellence in quality, maintenance, EHS, and commissioning. Emphasizes innovative solutions and top-quality standards.

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