Template

Comprehensive Call Center Quality Monitoring Form

by daija thompson, from the Community

10+

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.

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
Comprehensive Sample Call Center Quality Monitoring Form
This Comprehensive Call Center Quality Monitoring template offers a more detailed assessment of employee call interaction with customers. Begin with the evaluation of how the call began, observe representative's problem-solving methods, call etiquette, and script compliance. Note other observations and provide recommendations. SafetyCulture templates are fully customizable to suit your QA needs. Secure collected data via SafetyCulture's cloud-based storage.
by SafetyCulture
Downloads: 1,000+
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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
Call Centre and TSA Call Monitoring Form
This call centre quality monitoring template helps supervisors assess call handling from start to finish. It covers greeting and identification, account verification, problem diagnosis and resolution, protocol compliance, and customer service skills including tone, pacing, active listening, and professionalism. Sections also review hold, transfer, and escalation procedures, vulnerability awareness, closure practices, and follow-up. Use it to document observations, score performance, and add recommendations for improvement. The template is customizable in SafetyCulture and supports secure, cloud-based record keeping.
by Mick Barker, from the Community
Downloads: 30+
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Template
VELUX Project Sales Call Monitoring Checklist
Use this VELUX Project Sales Call Monitoring checklist to assess call handling from greeting to closure. Evaluate needs assessment, product knowledge, objection handling, process adherence, and communication. Check call handling procedures for holds, transfers, and escalations. Identify CRM opportunities, upsell moments, and next steps. Score customer engagement and service quality, then capture observations and recommendations. Includes sign-off for team leader and employee. Fully customizable in SafetyCulture with secure cloud storage.
by Jody Clark, from the Community
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Comprehensive Call Center Quality Monitoring Form

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Comprehensive Sample Call Center Quality Monitoring Form

Call Center Quality Assurance Form

Call Centre and TSA Call Monitoring Form

VELUX Project Sales Call Monitoring Checklist

You might also like

Comprehensive Sample Call Center Quality Monitoring Form

Call Center Quality Assurance Form

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VELUX Project Sales Call Monitoring Checklist