QA SCORECARDS
Elevate Performance with Customizable Scorecards
Measure what matters with our customizable quality assurance scorecard builder, and gain reliable data-driven insights that foster a culture of continuous improvement.
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Embrace advanced scoring to capture the nuance in every customer interaction
Leverage omnichannel scorecards
Seamlessly assess agent performance across multiple channels with our versatile QA scorecard builder. Whether it’s voice, email, chat, or social media interactions, ensure consistent quality and accountability in every customer interaction.
Versatile question design and scoring options
Combine sophisticated rubric design with versatile scoring options, including standard, bonus, or auto-fail sections in multiple-choice or linear formats, all customizable with weighted section percentages.
Custom weighted section percentages
Assign custom weights to different sections of your scorecard, enabling a nuanced evaluation that reflects the unique priorities and goals of your customer service team.
Uncover deeper insights with non-scoring questions and root cause analysis
Delve into agent behaviors, processes and policy
Capture deeper insights into process or policy adherence without impacting agent's overall QA scores. Dive deeper into your team's dynamics and uncover actionable insights that drive meaningful improvement.
Flexible feedback mechanisms
Utilize dropdown menus and checkboxes for a flexible response format, making it easier to gather nuanced details about agent performance and customer interactions.
Leverage root cause analysis scorecards and workflows
Our RCA scorecards, coupled with customizable RCA projects or sprints within MaestroQA, provide a focused lens on the root causes of performance issues. This streamlined approach identifies critical coaching opportunities and facilitates the development of precise action plans.
Elevate performance with granular feedback and bonus point incentives
Conditional feedback for precision
Leverage conditional questions within rubrics to provide specific insights and personalized feedback, tailored to each agent's performance. This focused approach encourages detailed responses on key selections, enriching your team’s development without compromising QA integrity.
Drive strategic incentives with auto-fails and bonuses
Move beyond traditional evaluation methods by integrating bonus and auto-fail sections. This shift not only motivates exemplary behavior through rewards but also upholds standards with clearly defined consequences for critical errors.
Celebrate success and foster a culture of continuous advancement
Connect scorecard feedback directly to agent coaching, empowering agents with clear, actionable insights. Use bonus points and leaderboards to celebrate their achievements and motivate ongoing excellence.