Call Center Quality Assurance Form

A consistent QA process lets you compare agents and teams on the same criteria, spot recurring gaps such as missed probing questions or unclear explanations, and base coaching on evidence rather than impressions. It also gives you a written record of strengths, improvement opportunities, and follow-up actions for each evaluated call.

This checklist is organised into seven sections: Audit, which records who conducted the review, the location, the agent and evaluator names, the date, and the call identifier; Greetings, covering the opening greeting, identification, and tone; Investigation of the Customer's Need, covering probing questions and confirmation of the customer's issue; Solution information, covering whether the right solution was offered, explained clearly, and confirmed as satisfactory; Customer service, covering resources, transfers, empathetic listening, professionalism, avoiding interruptions, and time management; Ending the call, covering offers of further help, a proper close, thanks, and confirmation that no questions remain; and Observations and Recommendations, where you record strengths, improvement opportunities, and recommended follow-up actions, plus an overall rating from 0 to 5.

You begin by completing the Audit details so the review is traceable. You then work through the call in sequence, marking each behavioural question as Yes, No, or N/A depending on whether the agent demonstrated it. When a question does not apply to the call — for example, a transfer that never occurred — you mark it N/A rather than penalising the agent. At the end you write the strengths, the improvement opportunities, and the recommended follow-up actions, give the call an overall rating from 0 to 5, and sign off with the completion dates.

The checklist uses a three-value scale for each behavioural question: Yes, No, and N/A. Yes means the agent demonstrated the behaviour, No means they did not, and N/A means the item was not applicable to that call. The overall rating is a separate score from 0 to 5.

Keep the checklist in the hands of trained quality evaluators and control who can edit the template, so that the criteria and the answer scale stay the same across reviewers. Completing the Audit section — including the call identifier and the evaluator's name — keeps each review linked to the agent, the date, and the conversation it describes.