Quality Should Be Measured, Not Assumed.
A framework you can inspect, not a promise you have to take on faith.
Quality assurance means sampled conversation reviews scored against written criteria, with coaching that follows from the results. It is slower and more expensive than an automated metric, and it is the only method that reliably catches an agent who is technically compliant and genuinely unhelpful.
Sample QA Framework
A representative scoring structure. Real criteria are adapted per client — a technical support queue weighs accuracy differently than an appointment-setting campaign weighs booking technique.
| Category | Points |
|---|---|
| Greeting | 5 |
| Verification | 10 |
| Accuracy | 25 |
| Communication | 15 |
| Resolution | 20 |
| CRM notes | 10 |
| Escalation handling | 10 |
| Closing | 5 |
| Total | 100 |
Why accuracy is weighted heaviest
A warm, well-organised conversation that gives the customer wrong information has failed at the one thing that mattered. The weighting above reflects that priority; yours can be built to reflect a different one if resolution speed or booking rate matters more to your campaign.
How reviews actually run
- Conversations are sampled randomly, not only from complaints or escalations
- Reviewers score against written criteria the agent has already seen
- Feedback is delivered with the specific conversation attached, not as a general note
- Trends are tracked over time, not treated as one-off snapshots
FAQs on this stage
Do you provide QA?
Yes, as an option. Quality assurance means scored conversation reviews against criteria you approve, with coaching based on the results. Small campaigns often start without formal QA and add it as the team grows.