Support QA Scorecard

How scoring works

Each sampled interaction is scored out of 100. Each criterion gets full marks, half marks or zero, as defined below. Auto-fails override everything: the score is 0.

Channel	Pass mark	Coaching triggered below
Email and tickets	88%	88%
Chat	85%	85%
Phone	85%	85%
Complaints and escalations (any channel)	90%	90%

Two weeks below target leads to a written improvement plan with your lead. See the Quality Standard and QA Scoring in Narqix Standards.

Auto-fails (score 0)

These are serious because they can harm the customer, the client or the business. One auto-fail means the interaction scores zero, no matter how good the rest was.

Auto-fail	Example
Data to the wrong person	Order details sent to a different customer; customer data pasted into an unapproved tool or chat
Verification skipped	Email or address changed without the client's identity check
False or misleading information	Saying a refund was sent when it was not; inventing a delivery date
Rude, sarcastic or dismissive language	"As I already told you twice…", mocking, arguing
Refund or credit above authority without approval	Tier 1 refunding 300 USD with a 100 USD limit
A promise you knew would not be kept	"You'll have it tomorrow" when tracking shows next week
Payment card data mishandled	Typing, storing or repeating a full card number
Compliance step missed	Recording disclosure not given where required; do-not-contact ignored

Email and ticket scorecard (pass 88%)

Criterion	Weight	Full marks	Half marks	Zero
1. Complete resolution	25	Every question answered; issue solved or a clearly owned next step	One minor question missed, or next step vague	Main issue not addressed
2. Accuracy	20	Policy, prices, dates and order data all correct and checked	One minor detail wrong with no customer impact	Wrong information that affects the customer
3. Empathy and personal touch	15	Personal first line proves the message was read; empathy sized to the problem	Generic but polite	Cold, robotic or bare macro
4. Clarity and structure	10	Answer first; short paragraphs; numbered steps	Answer buried or long paragraphs	Hard to understand
5. Ownership of next steps	10	Who, what and when (with time zone) stated	Next step without a time	No next step when one is needed
6. Writing mechanics	10	No errors; name spelled right; no blank fields; correct regional spelling	1 to 2 small errors	Wrong name, blank field, or many errors
7. Process and documentation	10	Correct status, tags, priority and internal note	One process item missing	Wrong status (for example Pending while we owe action) or no note on a handover

Chat scorecard (pass 85%)

Criterion	Weight	Full marks
1. Fast, specific greeting	10	Within 30 seconds, uses name and topic
2. Pace and silence handling	15	No gap longer than the time promised; holding messages used
3. Resolution	25	Solved, or an owned next step
4. Accuracy	15	All information correct
5. Short-form tone	15	Warm, clear, one idea per message
6. Macro tailoring	10	Saved replies adapted to the conversation
7. Close	10	Outcome summarized, next step stated, "anything else" offered

Phone scorecard (pass 85%)

Criterion	Weight	Full marks
1. Opening and compliance	10	Approved greeting; recording disclosure if required
2. Verification	10	Client's identity check completed before account details
3. Listening and tell-back	15	No interrupting; problem restated and confirmed
4. Resolution	25	Solved, or an owned next step
5. Accuracy	15	All information correct
6. Holds and transfers	10	Permission, reason, time, check-ins; warm transfer
7. Clarity and tone	10	Calm pace, clear numbers, read-backs
8. Close and log	5	Summary, next step, logged within 5 minutes

A scored example

See a scored email

Customer: "My order hasn't arrived and it's been 10 days. Also, can I change the color on my second order?"

Agent reply: "Hi (NAME), sorry for the delay. Your order is in transit and should arrive soon. Thanks!"

Criterion	Score	Evidence
Complete resolution	0 of 25	Color change question not answered; "soon" is not a resolution
Accuracy	10 of 20	Tracking actually shows a delivery exception; "in transit" is incomplete
Empathy	7.5 of 15	Polite but generic
Clarity	5 of 10	Short, but no real answer
Next steps	0 of 10	No owner or time
Mechanics	10 of 10	No errors
Process	5 of 10	Tagged, but no note about the delivery exception
Total	37.5	Below pass. Coaching: read the full message; check tracking details; always state a next step.

Score yourself before sending

• Did I check for any auto-fail risk (right customer, verification, card data, authority)?
• Every question answered?
• All facts checked in the system?
• Personal first line?
• Answer first?
• Next step with owner and time?
• Clean writing, right name, no blanks?
• Right status, tags and note?

Check yourself

1. What is the pass mark for email, and for complaints?
2. List five auto-fails.
3. Which two criteria carry the most weight on the email scorecard?
4. A reply is perfect except it sets the ticket to Pending while the agent still owes a refund. Which criterion loses marks, and how many?

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