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AI-Ready QA Scorecard Template
A pre-built QA scorecard with 40+ criteria across 6 categories, pre-weighted and ready to deploy. Use it for manual scoring today, or load it directly into Call Coach IQ as an AI scoring rubric.
- ✓40+ behavioral criteria, not vague labels
- ✓Pre-weighted to sum to 100 — ready to use
- ✓Compliance section covers collections, insurance, and financial services
- ✓Includes weighting guidance for 5 common call types
- ✓Compatible with manual scoring or AI automation
What's inside — scorecard preview
Greeting & Identification10 pts
- Brand-compliant opening greeting
- Agent name stated clearly
- Warm and professional tone from first word
- Offer to help delivered within 5 seconds
Active Listening & Discovery20 pts
- No interruptions while customer explains issue
- Issue paraphrased or confirmed before proceeding
- Clarifying questions asked when issue is ambiguous
- No assumptions projected onto customer problem
- Customer name used at least once during call
- Agent demonstrates full attention (no dead air during listening)
Problem Resolution25 pts
- Issue addressed completely on first contact
- Information provided is accurate (no guesses or hedging)
- Correct resolution process followed for call type
- Escalation protocol followed when required
- Resolution confirmed with customer before closing
- Unnecessary transfers avoided
- Hold time managed with regular updates
Empathy & Tone20 pts
- Customer frustration or concern acknowledged explicitly
- Calm and professional tone maintained throughout
- Empathy language sounds natural, not scripted
- Apologies proportionate and appropriate
- Agent avoids defensive or dismissive language
Compliance & Disclosures15 pts
- All required disclosures delivered for call type
- Recording consent language delivered (where required)
- No prohibited representations or guarantees made
- Sensitive data accessed and shared correctly
- Regulatory scripts followed without deviation
- Mini-Miranda delivered correctly (collections only)
Professional Close10 pts
- Resolution complete and customer satisfaction confirmed
- Next steps communicated clearly with timeline
- Customer thanked before close
- Call ended professionally — no abrupt disconnect
- Follow-up scheduled where applicable
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