QA Call Scorecard · Narqix Academy

For QA Specialists, Campaign Leads and every caller who self-scores. After reading this page you will be able to score any outbound or inbound call on the Narqix call scorecard, check the auto-fails, and write coaching notes the caller can act on.

Track: All tracks · Role: QA Specialist, Campaign Lead, All Callers · Time to complete: 20 min

Where this comes from

The criteria, weights and pass marks are set on Quality Standard and QA Scoring in Narqix Standards. Customer Support phone calls use the phone scorecard on the Support QA Scorecard page (copy below). This page is the scoring sheet.

Item	Rule
Pass mark	85%
Below 70%	Coaching within 3 working days
Sample size	At least 5 items per week; 10 per week in the first 30 days on a campaign
Always reviewed	Every escalation, every complaint, every negative customer rating
Disputes	Within 3 working days, to your Campaign Lead

The call criteria

Criterion	Weight	Full marks	Half marks	Zero
Opening and disclosures	10	Name, company, purpose and recording disclosure, as scripted	One element missing or out of order (not the recording disclosure)	Opening skipped or purpose unclear
Listening and discovery	20	Asked the right questions, let the person finish, followed up on what they said	Questions asked, but key follow-ups missed or interruptions	Script read at the person; answers ignored
Accuracy	15	Correct information about the client's offer, process and next steps	Minor slip corrected on the call	Wrong information that affects the customer
Tone and clarity	15	Calm, warm, clear pace, easy to understand	Understandable, but rushed, flat or hard to follow in places	Rude, confusing or impatient
Call control and next step	15	Kept the call on track, agreed a clear next step with a time	Next step agreed without a time, or call drifted	No next step when one was needed
CRM notes and disposition	15	Correct code, notes in the Narqix format, entered right after the call	Correct code, but note incomplete or late	Wrong code or no note
Script and process	10	Approved flow, approved answers to objections	Small deviations that did not change meaning	Unapproved claims or skipped required steps

Half marks help reviewers stay consistent. QA Specialists calibrate on shared samples once a month.

Auto-fails (the call scores zero)

Customer or client data shared with the wrong person, or put into an unapproved tool
Required verification step skipped
False or misleading information given
Rude, dismissive or discriminatory language
Missed compliance step: recording disclosure not given, a stop or do-not-call request not honoured, a call outside permitted hours
Refund, credit or promise above authority without approval
A promise the caller knew would not be kept

The scoring sheet

CALL QA · (CAMPAIGN) · reviewed by (REVIEWER NAME) · (DATE)
Caller: (CALLER NAME)    Call ID or recording: (CALL ID)
Call date and time: (DATE, TIME AND ZONE)    Type: (OUTBOUND OR INBOUND)
Script used: (SCRIPT NAME)    Disposition entered: (CODE)

AUTO-FAIL CHECK: (NONE, or WHICH ONE, WITH TIMESTAMP)

SCORES (full, half or zero)
Opening and disclosures (10): (SCORE)    Evidence: (TIMESTAMP AND WHAT HAPPENED)
Listening and discovery (20): (SCORE)    Evidence: (TIMESTAMP AND WHAT HAPPENED)
Accuracy (15): (SCORE)    Evidence: (TIMESTAMP AND WHAT HAPPENED)
Tone and clarity (15): (SCORE)    Evidence: (TIMESTAMP AND WHAT HAPPENED)
Call control and next step (15): (SCORE)    Evidence: (TIMESTAMP AND WHAT HAPPENED)
CRM notes and disposition (15): (SCORE)    Evidence: (WHAT THE NOTE WAS MISSING, OR "complete")
Script and process (10): (SCORE)    Evidence: (TIMESTAMP AND WHAT HAPPENED)

TOTAL: (SCORE) out of 100    Result: (PASS, BELOW PASS, OR COACHING REQUIRED)

KEEP DOING: (ONE SPECIFIC STRENGTH WITH TIMESTAMP)
FIX FIRST: (ONE SPECIFIC CHANGE WITH TIMESTAMP)
Better version: "(THE LINE OR STEP AS IT SHOULD HAVE BEEN)"
Coaching session: (NOT NEEDED, or BOOKED FOR (DATE))

Worked example: real estate cold call

CALL QA · (CAMPAIGN) · reviewed by (REVIEWER NAME) · Oct 21, 2026
Caller: (CALLER NAME)    Call ID or recording: (CALL ID)
Call date and time: Oct 20, 2026, 6:12 PM CT    Type: OUTBOUND
Script used: Cold Call Opener    Disposition entered: FU-WARM

AUTO-FAIL CHECK: NONE

SCORES (full, half or zero)
Opening and disclosures (10): 10    Evidence: 0:04 name, company, purpose, recording notice
Listening and discovery (20): 10    Evidence: 1:40 owner said "my tenant leaves in March"; no follow-up on lease or rent
Accuracy (15): 15    Evidence: correct explanation of as-is purchase at 2:30
Tone and clarity (15): 15    Evidence: calm pace, short lines, owner relaxed by 1:00
Call control and next step (15): 7.5    Evidence: 3:55 "I'll call you later"; no day or time agreed
CRM notes and disposition (15): 15    Evidence: complete, entered 6:17 PM CT
Script and process (10): 10    Evidence: approved flow and objection answer

TOTAL: 82.5 out of 100    Result: BELOW PASS

KEEP DOING: 0:40 warm pause after "is this a bad time?" got the owner talking
FIX FIRST: 3:55 lock a callback with a day and time in the owner's zone
Better version: "Would early February work to check in, maybe a Tuesday evening around 6 your time?"
Coaching session: BOOKED FOR Oct 22, 2026

At 82.5 the call is below the 85% pass mark, so coaching is booked. Below 70% would require coaching within 3 working days.

Customer Support phone scorecard (pass 85%)

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

Complaints and escalations on any channel pass at 90%.

Coach's note: Every score needs a timestamp. "Discovery weak" teaches nothing. "1:40, owner mentioned the tenant leaving in March, no follow-up" shows the caller the exact moment to replay and fix. One "keep doing" and one "fix first" per call is enough to change behaviour.

Never do this: Never score a call you did not listen to in full. Never change a score because the caller is a top performer or a friend. Never coach a customer to give a good rating, and never re-do or hide an item to avoid review.

Check yourself

What is the pass mark for calls, and what happens below 70%?
A caller gives a perfect call but does not honour a stop request at the end. What is the score?
What two coaching lines does every scored call get?
Within how long can a caller dispute a score?

Answers

85%. Below 70% means coaching within 3 working days.
Zero. Not honouring a stop request is an auto-fail.
One "keep doing" and one "fix first", each with a timestamp, plus the better version.
Within 3 working days, to their Campaign Lead.