QA Evaluation & Scoring Procedure

Table of Contents

• Effective Date
• Overview
• Core QA Sections
• Scoring Criteria
• QA Evaluation Process
• Scoring Range & Rating Scale
• QA Evaluation Tools and Templates
• Half-Point Scoring Guidance
• Auto-Fail Criteria
• Critical Errors (Zero Criteria)
• QA Expectations

Effective Date

These QA scoring procedures will be implemented for all agents beginning July 1. This ensures consistency in service delivery and provides a framework for coaching, development, and recognition.

Overview

All calls will be evaluated using a 100-point QA scorecard.

Focus Areas:

• Merchant experience
• Verification and compliance
• Professionalism
• Documentation accuracy
• Call handling
• Problem resolution
• Coaching consistency

Monthly performance is based on averaged QA scores.

Core QA Sections

• Connect
• Assess
• Call Handling Skills
• Resolve and Close

Scoring Criteria

Connect (25 points)

• Greeting (5)
• Verification (10)
• Acknowledgement / Empathy (10)

Assess (20 points)

• Active Listening (10)
• Locate / Use Correct Procedure or Policy (10)

Call Handling Skills (25 points)

• Call Control (5)
• Being Proactive (10)
• Professionalism (10)

Resolve and Close (30 points)

• Problem Resolution (10)
• Accidental Disconnection (5)
• Case Notes (10)
• Closing (5)

QA Evaluation Process

• Calls are reviewed by managers or QA reviewers
• Used for coaching and performance tracking
• Monthly scores are averaged
• Additional coaching reviews may occur

Scoring Range & Rating Scale

Half-Point Scoring Guidance

• Verification is partially completed
• Documentation is incomplete
• Proactive behavior is limited
• Call closing is incomplete
• Call expectations are partially set

Auto-Fail Criteria

• Failure to complete required verification
• Failure to document interaction in CRM
• Disclosure of sensitive information
• Intentional call disconnect
• Failure to follow compliance procedures
• Unprofessional behavior
• Early merchant call termination due to poor experience

Critical Errors (Zero Criteria)

• Inappropriate or argumentative behavior
• Intentional call disconnect
• Failure to complete verification
• Improper handling of sensitive/card data
• Failure to follow procedures
• Failure to complete transfers or reconnect after soft transfers

QA Expectations

• Follow all approved procedures
• Verify all callers properly
• Provide accurate resolutions
• Maintain professionalism
• Document all interactions in CRM
• Demonstrate empathy and active listening
• Protect merchant data at all times

Consistent QA scoring supports coaching, compliance, merchant experience, and operational excellence.