Template

Call Quality Monitoring Form

by Sonelix Perez, from the Community

20+

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.

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
Call Center Quality Assurance Form
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.
by Hannah McGowan, from the Community
Downloads: 0
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Template
Comprehensive Call Center Quality Monitoring Form
This comprehensive call center quality monitoring form helps QA specialists assess agent performance across every stage of a customer interaction. Review greeting and identification, account verification, call handling procedures, and overall etiquette including tone, clarity, and professionalism. Check script adherence and appropriate deviation when needed, and log observations, notes, and actionable recommendations. The form includes fields for QA specialist and employee signatures and is fully customizable in SafetyCulture, with secure cloud storage for captured data.
by daija thompson, from the Community
Downloads: 10+
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Template
Call Quality Monitoring Form
This brief Call Quality Monitoring Form consists of 13 essential questions to evaluate how calls were handled. Observe if agents adhered with company policies and determine if agents were able to address customers' needs with the appropriate tone of voice. Use SafetyCulture to document significant data and share QA reports with your QA team.
by SafetyCulture
Downloads: 600+
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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
Get

Call Center Quality Assurance Form

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.

by Hannah McGowan, from the Community

Get

Template

Comprehensive Call Center Quality Monitoring Form

This comprehensive call center quality monitoring form helps QA specialists assess agent performance across every stage of a customer interaction. Review greeting and identification, account verification, call handling procedures, and overall etiquette including tone, clarity, and professionalism. Check script adherence and appropriate deviation when needed, and log observations, notes, and actionable recommendations. The form includes fields for QA specialist and employee signatures and is fully customizable in SafetyCulture, with secure cloud storage for captured data.

by daija thompson, from the Community

10+

Get

Template

Call Quality Monitoring Form

This brief Call Quality Monitoring Form consists of 13 essential questions to evaluate how calls were handled. Observe if agents adhered with company policies and determine if agents were able to address customers' needs with the appropriate tone of voice. Use SafetyCulture to document significant data and share QA reports with your QA team.

by SafetyCulture

600+

Get

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

Get

Call Quality Monitoring Form

About author

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Call Center Quality Assurance Form

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Call Center Quality Assurance Form

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