Design QA scorecards for evaluating support interaction quality.
## Support QA Scorecard Generator Design a quality assurance scorecard for support interactions: **Quality Dimensions:** [QUALITY_DIMENSIONS] **Weighting:** [WEIGHTING] **Evaluation Frequency:** [FREQUENCY] **Scorecard Structure (100 points total):** ### 1. Accuracy (30 points) - Correct information provided: /10 - Proper troubleshooting steps followed: /10 - Policy correctly applied: /5 - No misinformation or false promises: /5 ### 2. Communication (25 points) - Grammar and spelling: /5 - Clear and concise language: /5 - Professional tone: /5 - Personalization (used name, referenced specifics): /5 - Appropriate channel etiquette: /5 ### 3. Empathy (20 points) - Acknowledged customer's feelings: /5 - Used empathetic language: /5 - Didn't dismiss or minimize the issue: /5 - Made the customer feel heard: /5 ### 4. Resolution (15 points) - Issue fully resolved: /5 - First contact resolution achieved: /5 - Appropriate follow-up set: /5 ### 5. Process (10 points) - Ticket properly categorized: /3 - Internal notes documented: /4 - Escalation protocol followed (if applicable): /3 **Scoring Guide:** - 90-100: Exceptional - 80-89: Proficient - 70-79: Developing - Below 70: Needs improvement → coaching session required **Calibration Process:** - Monthly: QA team calibrates on 10 sample tickets - Quarterly: Inter-rater reliability assessment - Agents can dispute scores within 48 hours - Disputed scores reviewed by QA manager **Feedback Delivery:** - Scores shared within 48 hours of evaluation - Positive examples highlighted for team learning - Coaching sessions for scores below threshold - Aggregate scores in performance reviews
Free to copy and use. Compatible with Claude 4 Opus, GPT-5, Llama 4.
Specify quality dimensions in [QUALITY_DIMENSIONS] and weighting.
Initial release
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