Contact center QA scorecard
Create a transparent scoring rubric with observable anchors, applicable weights and a separate record of critical failures.
For quality analysts and coaching leads.
An accurate answer with incomplete follow-up
- 01Score understanding as 2, next step as 2 and documentation as 1 using the example rubric.
- 02With all criteria applicable, calculate (35×2 + 40×2 + 25×1) ÷ (2×100) × 100 = 87.5%.
- 03If documentation is legitimately not applicable, exclude its weight and calculate against 75 instead of 100.
What to capture in your worksheet.
Criterion
An observable behavior to evaluate.
Weight
Illustrative relative importance; agree before use.
Score anchors
Evidence required for each score.
Not-applicable rule
When the criterion should be excluded.
Critical failure and evidence
Separate escalation policy plus supporting record reference.
Filled example: adapt these choices to your operating policy.
| Criterion | Weight | Score anchors | Not-applicable rule | Critical failure and evidence |
|---|---|---|---|---|
| Understands the request | 35 | 0: misses request; 1: partial clarification; 2: confirms request | Exclude only if no meaningful exchange occurred | Record the exact evidence; do not infer from call length |
| Provides an accurate next step | 40 | 0: incorrect; 1: incomplete; 2: accurate and actionable | Exclude if the interaction ended before advice was possible | Unsupported commitment requires reviewer attention |
| Documents ownership and follow-up | 25 | 0: absent; 1: partial; 2: owner and next step clear | Exclude only with a documented reason | Record missing ownership separately from the numeric score |
Download blank CSVDownload filled example CSV
Open in your spreadsheet editor and adapt the values. These files document a plan; they are not a native Voz360 import format.
An accurate answer with incomplete follow-up
- 01
Score understanding as 2, next step as 2 and documentation as 1 using the example rubric.
- 02
With all criteria applicable, calculate (35×2 + 40×2 + 25×1) ÷ (2×100) × 100 = 87.5%.
- 03
If documentation is legitimately not applicable, exclude its weight and calculate against 75 instead of 100.
- 04
Record any critical failure separately and apply the organization's approved escalation policy.
Implement the workflow with Voz360.
Voz360 supports conversation, chat and voice QA with agentic AI scoring; voice review can use transcription. Validate criteria, evidence visibility and reviewer override behavior in the proposed configuration.
Explore the relevant capability →Acceptance tests before rollout.
All criteria applicable
Manual calculation matches the agreed weighted result.
Criterion excluded
Reviewer records a reason and removes its weight from the denominator.
Critical failure identified
The agreed review process runs independently of the numeric score.
Record actual evidence, an accountable owner and an agreed result for each test. Sample outcomes describe acceptance criteria, not measured product results.
Record your demonstration results →Before you use the template
How should not-applicable items affect a QA score?
Exclude their weights from both numerator and denominator and record the reason. Use a defined policy consistently; an interaction with no applicable criteria should remain unscored.
Can I use this file to configure Voz360 automatically?
No. Use it to agree the process and scope the configuration with your implementation team. Confirm package inclusion, integrations and provider dependencies separately.
Illustrative planning worksheets from the Voz360 Editorial Team, based on the product owner's confirmed feature scope. Adapt roles, policies and values to your operation. These files do not configure Voz360 or establish regulatory compliance. Validate the proposed workflow and provider dependencies during implementation. Updated 26 October 2026. No independent specialist endorsement is claimed.
Keep your implementation moving.
QA calibration worksheet
Compare independent reviewer judgments, resolve differences against evidence and maintain consistent scoring anchors.
Use the worksheet Quality and workforceWorkforce adherence review log
Compare agreed scheduled activities with observed work, document exceptions and distinguish adherence from productivity.
Use the worksheetSee this workflow in Voz360.
Bring your completed worksheet and one difficult exception. Review the configuration and evidence with the team.