Template

Email Quality Marking Form Version 3

by Agnes Schooling, from the Community

This Email Quality Marking Form helps teams evaluate the quality of customer service emails against clear standards. Record ticket numbers and enquiry types, confirm identity and data security, and verify that guidance and next steps are accurate. Review greeting, tone, and clarity, confirm process adherence such as issuing links, updating records, and logging memos, and note any use of canned responses. Capture spelling and grammar checks, safeguarding escalations, and any corrective actions across people, process, and system. Final sign off is completed by a quality assurance lead and team leader.

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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
Appeal Quality Marking Form Version 3
Use this quality marking form to assess how agents handle appeals for Unpaid Toll Charge Notices within TT2. The checklist guides reviewers through data security and identity checks, addressing all appeal points with clear explanations for non payment, applying discretion where appropriate, and providing accurate payment amounts and deadlines. It verifies handling of related journeys and outstanding notices, adherence to company processes such as data cleansing, issuing payment links, logging complaints, and adding complete memos. It also evaluates tone, professionalism, grammar, and compliance with self harm and suicide protocols. Includes sections for corrective actions and sign off by a quality assurance lead and team leader.
by Agnes Schooling, from the Community
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Template
Call Quality Marking Form (Version 3)
This Call Quality Marking Form (Version 3) is designed for TT2 to assess and improve call handling across its customer contact operations. The checklist covers greeting standards, use of positive language, introduction and name verification, and Data Protection checks where required. It guides verification and authorization steps for lease and hire arrangements, Pay for Passage transfers, and consent to speak to representatives. It prompts effective questioning, confirmation of the caller’s needs, and application of TEXAS/BLAKE protocols when vulnerability or self-harm is mentioned. It checks accuracy of information provided on exemptions, appeals, payments, and pre-paid account setup, adherence to process and guidelines, appropriate discretion, and clear next steps. It includes prompts for product/service promotion, warm call closure, complete memo documentation, soft skills and professionalism, complaint handling using the HEAT model, and recording corrective actions across people, process, and systems. Sign-off by a Quality Assurance Lead and Team Leader is included.
by Agnes Schooling, from the Community
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Template
Process Quality Audit Checklist
This process quality audit template helps manufacturing teams evaluate part form and dimensions, workmanship, process compliance, and quality system awareness. Verify in process tagging, proper control of nonconforming material, and calibration of measuring equipment. Confirm staff knowledge of work instructions, quality policy, ISO, and sampling tables, and ensure paperwork is complete. Capture a work order photo and record findings to drive consistent product quality.
by Edward Arceneaux, from the Community
Downloads: 10+
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Template
Manufacturing Process Audit Checklist
This manufacturing process audit checklist helps teams evaluate key areas of operations, including cleanliness and order, visual management, quality management, documentation and planning, layout and flow, inventory and work in progress, equipment condition and calibration, and health and safety. Use it to verify works orders and drawings, confirm SOP adherence and training records, track scrap and near misses, and identify bottlenecks. Capture best practices and action items to improve quality, throughput, and compliance.
by Adam Aubrey, from the Community
Downloads: 10+
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Email Quality Marking Form Version 3

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Appeal Quality Marking Form Version 3

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