QA checklist
A support partner should be able to show how calls, chats, tickets, notes, escalations, and follow-up get reviewed. Use this checklist before moving customer work outside your team.
Short answer
The first QA question is not whether the agent sounded nice. It is whether the workflow stayed inside scope: correct details, clear escalation, approved tool use, safe language, and completed follow-up. If those pieces are not visible, outsourced support is hard to trust.
Scorecard areas
| Area | What to check | Evidence to ask for |
|---|---|---|
| Intake accuracy | Required fields are captured, confirmed, and written in the approved format. | Call notes, ticket fields, CRM records, and missing-field reports. |
| Escalation | Urgent, unclear, regulated, or customer-sensitive cases move to the right owner. | Escalation samples, timestamps, transfer notes, and exception logs. |
| Tool use | Agents only update approved systems, screens, fields, and statuses. | Permission list, audit trail, blocked actions, and before-after examples. |
| Tone and promises | Agents use approved language and do not promise pricing, timing, refunds, or outcomes outside scope. | QA scorecards, transcript samples, and coaching notes. |
| Follow-up ownership | Callbacks, ticket replies, estimate reminders, and admin queues have a visible owner. | Queue aging, completion logs, callback notes, and daily review summary. |
Launch sequence
Step 1
Write the required fields, forbidden promises, escalation triggers, and completion criteria before agents start.
Step 2
Review a higher percentage of calls, chats, and tickets during the first week so process gaps surface quickly.
Step 3
When mistakes repeat, improve the script, tool access, escalation rule, or required field instead of only blaming the agent.
Step 4
Add more call types, ticket categories, or access after the first lane is consistently reviewable.
FAQ
Measure intake accuracy, escalation decisions, note quality, tone, blocked-action compliance, and follow-up completion before measuring broad productivity.
New workflows should use heavy sampling during the first week, then reduce sampling only after the required fields, escalations, and follow-up ownership are consistently correct.
AI can help with summaries, routing, drafts, and review signals, but QA is what proves the combined AI and human workflow is accurate, safe, and improving.
