Role Guide: Solar QA Reviewer
For Narqix team leads and QA reviewers on solar campaigns. After this page you will be able to score solar calls consistently, spot compliance risks before they become client problems, and coach agents with clear, fair feedback.
Track: Solar · Role: QA Reviewer · Time to complete: 30 min
What you own
You protect two things at once: the client's legal position and the quality of the appointments Narqix delivers.
You own:
- Call reviews using the Narqix Solar Scorecard.
- Compliance checks: identity, recording notice, consent and do-not-call handling, calling windows, banned claims, texting rules.
- Data checks: dispositions, CRM fields, note quality.
- Coaching: clear, specific feedback that agents can use the next shift.
- Trend reports for the team lead and client: what is improving, what is at risk.
Your daily rhythm
| Part of shift | What you do |
|---|---|
| Start | Check in. Pull the review sample: random calls plus every flagged call |
| Review blocks | Listen, score, note timestamps for each finding |
| Data audit | Spot-check sets: do the notes and fields match the recording? |
| Opt-out audit | Check every DNC request from the last shift is coded and suppressed |
| Coaching | Short one-to-one feedback, one strength and one fix per agent |
| End | Update the QA tracker. Send any auto-fail to the team lead the same shift |
Sample size. Your campaign sets this. A good Narqix starting point: at least 5 random calls per agent per week, plus every call that is flagged (complaint, stop request, very long, very short, failed sit, new agent's first week).
The Narqix Solar Scorecard
Score each call out of 100. Any auto-fail makes the call score zero, whatever else happened.
| Section | Points | What good looks like |
|---|---|---|
| Opening and identity | 10 | Real first name, client company name, reason for the call, within the first 15 seconds |
| Recording notice | 5 | Given at the start, before any questions, when calls are recorded |
| Consent and permission | 5 | Correct reason for calling (source and date), asked if it is an okay time |
| Qualification | 25 | Ownership, property type, bill average, utility, roof, shade, HOA, decision makers, plus client gates. Asked naturally, not as an interrogation |
| Honest value bridge | 10 | Explains the consultation without promising savings, prices, incentives or outcomes |
| Booking quality | 15 | Two specific times offered, all decision makers attending, within the preferred window, confirmation agreed, bill ready |
| Objection handling | 10 | Respect, ask, answer, offer. Maximum two attempts. Graceful exit |
| Tone and delivery | 10 | Calm pace, uses name, listens more than talks, no interrupting |
| Notes and disposition | 10 | Correct code, standard format note that matches the recording |
Auto-fail items
Any one of these makes the call an automatic fail and is reported to the team lead the same shift:
Claiming or implying to be the government, the utility, a "program" or a nonprofit.
Promising savings, "free" solar, "no cost", or mentioning tax credits, rebates or incentives as a reason to act.
Fake urgency or invented deadlines.
Continuing to sell after a stop or remove request, or not coding DNC.
Calling outside the allowed window or above the daily attempt cap.
Asking for a Social Security number, bank details or full date of birth.
Lying about name, location or who the agent represents.
Arguing with a homeowner who says they did not consent.
Data and notes audit
For each set you audit, compare the recording with the CRM:
- Ownership answer matches what was said
- Bill amount is the average the homeowner gave, not a guess
- Decision makers named correctly, attendance confirmed
- Time and time zone correct
- Consent source and recording notice fields filled
- No opinions about the homeowner in the note
- No sensitive data (SSN, bank details, full date of birth)
How to coach
- Start with one real strength, quoted from the call with the timestamp.
- Give one fix only, the one with the biggest impact. More than one fix per session rarely sticks.
- Show the better line. Do not just say "be more confident". Say "at 2:14, instead of 'So, um, would you maybe want...' try 'The consultant has Tuesday at 5 or Wednesday at 6. Which is better for you and Paul?'"
- Agree a measure. "In your next five calls, offer two specific times every time."
- Follow up on the next review.
Compliance misses are not coaching topics to soften. Explain the rule, explain the legal risk to the client, and record that the agent acknowledged it.
KPIs that matter
| KPI | Starting benchmark |
|---|---|
| Review sample completed | 100 percent of planned reviews |
| Auto-fails reported same shift | 100 percent |
| Calibration gap | Two reviewers scoring the same call land within 5 points |
| Team average score | Track weekly, target set with client |
| Repeat findings | Falling month over month |
Calibrate with another reviewer at least weekly: both score the same call alone, then compare. Big gaps mean the scorecard is being read differently.
Handoffs
| You receive from | What | You pass to | What |
|---|---|---|---|
| Dialer and CRM | Recordings and records | Agents | Scores and coaching |
| Team lead and client | Flagged calls, complaints | Team lead | Auto-fails, trends, retraining needs |
| Confirmers | Failed sits to investigate | Training | Patterns that need a new or updated page |
Common mistakes
- Scoring by feeling. Tie every deduction to a timestamp and a scorecard line.
- Only listening to bad calls. Random samples show the real picture. Great calls are also coaching material.
- Letting small compliance slips pass because the agent is a top performer. Compliance is equal for everyone.
- Feedback days later. Coach within the next shift or it loses its effect.
- Ignoring notes. A good call with a bad note still fails the consultant.
Escalation rules
- Any auto-fail: team lead, same shift.
- Pattern of the same compliance issue across agents: team lead and the client contact, with examples.
- A homeowner complaint mentioning lawyers, regulators or the press: team lead immediately, do not contact the homeowner.
- A script line you believe creates legal risk: flag it to the team lead for client review.
Coach's note: Every month, pick the three best calls on the campaign and share them with the team with a short note on why they are great. Agents copy what they hear. Give them the right thing to copy.
Check yourself
- Name four auto-fail items.
- A call scores 92 but the agent said "you could save up to half your bill". What is the final score and what do you do?
- How do you check that two reviewers score the same way?
- Why do you give only one fix per coaching session?
- What do you compare when auditing a set's notes?
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