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Feedback & CX
Support QA Scorecard
An internal quality-assurance scorecard for grading support interactions — consistent criteria, weighted score, coaching notes.
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What this form looks like
Preview · not interactiveSupport QA Scorecard
An internal quality-assurance scorecard for grading support interactions — consistent criteria, weighted score, coaching notes.
Reviewer*
Agent being reviewed*
Select…▾
Replace this sample list with your own team roster.
Interaction ID*
Ticket, chat, or call reference
Channel*
Select…▾
Review period*
Pick a date📅
Which quarter this review counts toward — used for trend reporting.
Score the interaction against the standard*
MetPartialMissedGreeting & toneProblem diagnosisAccuracy of the answer
Overall QA score*
Your weighted total across all criteria, 0–100.
Critical failure (compliance, security, or conduct) — auto-fails this interaction regardless of score
Critical failure (compliance, security, or conduct) — auto-fails this interaction regardless of score
What was the critical failure?
e.g. shared account data without verification
Coaching notes for the 1:1*
Submit