A repeatable QA process in one workbook. Score interactions, check your scorers agree, log coaching and watch the trends on a dashboard. Each part feeds the next.
What is inside
Setup: your pass mark, 10 editable scoring criteria with weights and critical items, plus your agents, scorers and channels
Scorecard Form: print it or score one interaction live, with the score and result worked out for you
QA Log: one row per evaluation (room for 300). Pick Yes, Partial, No or N/A for each criterion
Calibration Log and Results: have several scorers score the same interaction against a master, then see who is aligned and when to recalibrate
Coaching Log: strengths, gaps, agreed actions and due dates, with overdue actions flagged
Dashboard: monthly trend, results by agent, the criteria people miss most and coaching status, with charts
How the scoring works
Yes earns full weight, Partial half and No nothing. N/A criteria are left out, so the score only reflects what applied. Mark a criterion as critical and a No on it is an automatic fail, whatever the score. You set the pass mark.
Who it is for
QA analysts, team leaders and managers in contact centres, claims, service and operations teams, and consultants who set up quality monitoring for clients.
Preview
Dashboard (example data)Scorecard Form
The workbook comes with example agents, evaluations, calibration sessions and coaching actions so you can see it working. Clear the cream cells and enter your own when you start. Example names are fictional.
Excel templates are .xlsx workbooks and the guides and document templates are Word (.docx) files. They use standard formulas and dropdowns, with no macros.
How and when do I receive my files?
After payment you receive a download link by email, usually within one business day. If you have not received it, contact us with your PayFast payment reference.
Can I put my own logo and branding on them?
Yes. Everything is editable. Change colours, add your logo and adapt wording to your organisation.
Do the templates guarantee ISO certification or an audit pass?
No. They help you organise your work and evidence, but certification depends on your own system and the decision of an accredited certification body.
Can I share the files with colleagues or clients?
Each purchase is licensed for use within one organisation. Please do not resell or redistribute the files. If you are a consultant who wants to use them with clients, contact us about licensing.
