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QA Case Study

The document outlines a rubric for assessing 11 contacts based on various criteria, including greeting and verification, understanding the issue, resolution provided, communication, process compliance, soft skills, and wrap-up documentation. Each category is rated on a scale of 0 to 5, with specific weightings contributing to a total score out of 35. The final rating categorizes performance into five levels from Excellent to Unacceptable.

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29 views2 pages

QA Case Study

The document outlines a rubric for assessing 11 contacts based on various criteria, including greeting and verification, understanding the issue, resolution provided, communication, process compliance, soft skills, and wrap-up documentation. Each category is rated on a scale of 0 to 5, with specific weightings contributing to a total score out of 35. The final rating categorizes performance into five levels from Excellent to Unacceptable.

Uploaded by

b6wdyzt7pw
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Task: One

Rubric used to assess the 11 contacts-

Rating Score
Category Criteria
Scale Weight

Proper greeting and verification of


1. Greeting & Verification 0–5 10%
customer (name + issue).

2. Understanding the Asks probing questions, confirms


0–5 15%
Issue understanding of the issue.

Resolution is accurate, complete, and


3. Resolution Provided 0–5 25%
within policy.

Clear language, grammar, tone


4. Communication 0–5 15%
(empathy, professionalism, and clarity).

Follows procedures, data protection,


5. Process & Compliance 0–5 15%
correct system tools used.

Shows empathy, patience, ownership,


6. Soft Skills 0–5 10%
and positivity throughout.

7. Wrap-Up & Ends with appropriate closing +


0–5 10%
Documentation properly documented interaction.

📄 Quality Assurance Evaluation Form

Agent Name:

Evaluator Name:

Date of Evaluation:

Contact Type: ☐ Call ☐ Chat

Customer Contact ID:

Channel Region (if any):

Evaluator Comments
Summary:

✅ QA Criteria Table
Met? Score
#Category Comments
(Yes/No) (0-5)

1 Greeting & Verification

Understanding the
2
Issue

3 Resolution Provided

4 Communication

5 Process & Compliance

6 Soft Skills

Wrap-Up &
7
Documentation

Score Summary

Total Score: Total %:


____ / 35 ____%

Final Rating:
☐ Excellent (90–100%)
☐ Very Good (80–89%)
☐ Satisfactory (70–79%)
☐ Needs Improvement (60–69%)
☐ Unacceptable (Below 60%)

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