Quality Standard and QA Scoring

For every Narqix team member. After reading this page you will know how your work is sampled and scored, the pass marks for your role, which mistakes are automatic fails, and how to check your own work before anyone else does.

Track: All tracks · Role: Everyone · Time to complete: 20 min

What quality means at Narqix

Quality is work that is correct, complete, on time, done the right way, and safe for the client's customer to see. Speed and volume matter, but never at the cost of these five.

QA (quality assurance) is not a punishment. It is how Narqix proves to clients that our work is reliable, and how you get specific, useful coaching every week.

How work is sampled

Who	What is reviewed
Every team member	At least 5 items per week, chosen at random (calls, chats, emails, tickets, tasks or CRM records)
First 30 days on a campaign	At least 10 items per week
New team member, customer-facing writing	100% of your first 20 customer-facing messages are reviewed, often before sending
Always included	Every escalation, every customer complaint, every negative customer rating

QA Specialists score the same sample items together once a month and compare results. This keeps scoring fair and consistent between reviewers.

The scorecards

Use the scorecard for your work type. Each item is scored, weighted, and added up to a percentage.

Calls (outbound and inbound)

Criterion	Weight	What a full score looks like
Opening and disclosures	10%	Name, company, purpose and recording disclosure, as scripted
Listening and discovery	20%	Asked the right questions, let the person finish, followed up on what they said
Accuracy	15%	Correct information about the client's offer, process and next steps
Tone and clarity	15%	Calm, warm, clear pace, easy to understand
Call control and next step	15%	Kept the call on track, agreed a clear next step with a time
CRM notes and disposition	15%	Correct disposition code, notes in the Narqix format, entered right after the call
Script and process	10%	Followed the approved flow, used approved answers to objections

Pass mark: 85%. Below 70% means coaching within 3 working days.

Written customer replies (email, tickets, texts)

Criterion	Weight
Every question answered; issue resolved or next step owned	25%
Accuracy (policy, prices, order or file details checked)	20%
Tone and personal touch	15%
Structure and clarity	10%
Grammar, spelling, correct names, no unfilled placeholders	10%
Next step: who does what, by when	10%
Process: tags, status, notes, verification	10%

Pass mark: 88%. Complaints and sensitive replies: 90%.

Chat

Criterion	Weight
Greeting within 30 seconds, using their name and issue	10%
Pace: no silent gaps, check-in times stated and kept	15%
Resolution	25%
Accuracy	15%
Short-form tone	15%
Saved replies personalised	10%
Closing with outcome and next step	10%

Pass mark: 85%.

Back office tasks (data, inbox, calendar, research, documents)

Criterion	Weight
Accuracy against the source	35%
Completeness	20%
Timeliness	15%
Process (SOP followed, naming, logging)	15%
Communication (update sent, questions batched)	15%

Pass mark: 90%. Below 80% means coaching.

Auto-fails

These score zero for the item, no matter how good the rest was:

Customer or client data shared with the wrong person, or put into an unapproved tool
A required verification step skipped (for example, identity check before changing account details)
False or misleading information given to a customer or client
Rude, dismissive or discriminatory language
A missed compliance step: recording disclosure not given, a stop or do-not-call request not honoured, a call outside permitted hours
A refund, credit or promise above your authority without approval
A bulk change (many records, mass message) made without approval
A promise you knew would not be kept
Invented facts in research or reports

Never do this: Never hide, delete or re-do an item to avoid a QA review. Never coach a customer to give a good rating. Gaming QA is treated as dishonesty.

Self-QA: the five-point check before "done"

Run this check before you mark anything complete.

Request: does it match exactly what was asked?
Source: did I verify it against the original source?
Place: is it in the right place, with the right name and permissions?
Record: is the CRM, tracker or report updated?
Customer test: would I be comfortable if the client's customer saw this?

Coach's note: Top performers review their own recordings. Once a week, listen to two of your calls or reread five of your messages, and score them yourself on the scorecard before QA does. You will find most of your coaching points before anyone else does, and your scores will rise fast.

After your score

Pass: your QA Specialist or lead shares what you did well. Keep doing it.
Below pass: a 15-minute coaching session within 3 working days. You will see the exact moment or line, hear or see the correct version, and practise it.
If the SOP or script caused the miss: the SOP is fixed, and your score is reviewed.
Two weeks below target: a written improvement plan with clear goals (see Performance Reviews and Coaching).

Disputing a score

You may dispute a score within 3 working days. Send your Campaign Lead: the item, the criterion, and your reason in two or three sentences. A different QA reviewer will check it. Disputes that are specific and respectful are welcome. They make our scoring better.

Check yourself

How many items are sampled per week for a new team member in their first 30 days?
What is the pass mark for written customer replies, and for complaint replies?
Name three auto-fails.
List the five-point self-check.
You think a score is wrong. What do you send, to whom, and within how long?

Answers

At least 10 items per week.
88%, and 90% for complaints.
Any three from the auto-fail list, for example skipped verification, false information, a missed compliance step.
Request, source, place, record, customer test.
The item, the criterion and your reason, to your Campaign Lead, within 3 working days.