Template

Call Center Quality Assurance Form

by Hannah McGowan, from the Community

This Call Center Quality Assurance form helps QA specialists evaluate customer calls against standard protocols. It covers greeting and call opening, probing questions to understand customer needs, solution accuracy and clarity, options and resources provided, transfer procedures, empathy and professionalism, call handling efficiency, and end-of-call practices such as offering further assistance and closing appropriately. The form includes sections for observations and recommendations plus signatures from the QA specialist and the employee. Use SafetyCulture to capture results, generate reports, and analyze trends to continuously improve service quality while controlling template permissions across teams.

With SafetyCulture you can

Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

With SafetyCulture you can

Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

About author

Community

This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

Template
UST QA Scoring Audit
This call center QA scoring audit template helps supervisors evaluate calls against standard protocols and customer service best practices. Assess greeting, problem discovery with probing questions, device details captured, solution accuracy, options offered, and directions provided. Review call handling procedures such as transfers, hold permissions, empathy, professionalism, and optimal call duration. Conclude with observations and recommendations, and use SafetyCulture Analytics to report results, compare trends, and standardize QA across teams.
by Asif Noorani, from the Community
Downloads: 0
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Template
Call Monitoring Form
Use this call monitoring form to evaluate call center or customer service interactions for dealer and specialty door teams. Assess greeting, needs analysis, solution accuracy, option offering, resource sharing, transfer procedures, empathy, professionalism, call duration, and closure. Include comments and signatures to document performance and coaching opportunities. Ideal for QA reviews and continuous improvement across support and sales teams.
by Bobbi Verneman, from the Community
Downloads: 0
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Template
General Call Center Quality Assurance Form
Use this General Call Center Quality Assurance Form to help evaluate calls and observe if representatives followed standard call protocols. This will help check if call representatives understand customer concern and offer the most appropriate solution. The form also covers the end call behavior of call representatives. Conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. Use SafetyCulture to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your SafetyCulture users to make sure the QA templates are standard across the board.
by SafetyCulture
Downloads: 4,000+
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Template
Call Quality Monitoring Form
Use this call quality monitoring form to evaluate how customer calls are handled across your contact center. The 13-question checklist covers greeting, identification, tone, efficiency, accuracy of information, proper holds and transfers, professionalism, and closing. Record observations, add recommendations, and capture signatures from the QA specialist and agent. Streamline QA reviews, track trends, and share reports with your team using SafetyCulture.
by Sonelix Perez, from the Community
Downloads: 20+
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Call Center Quality Assurance Form

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UST QA Scoring Audit

Call Monitoring Form

General Call Center Quality Assurance Form

Call Quality Monitoring Form

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UST QA Scoring Audit

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General Call Center Quality Assurance Form

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