Quality Assurance

QA Agent – Core Task List

1. Call Monitoring & Evaluation

1. Listen to a
   set number of calls per agent per week
   (example: 5–10 calls per agent).
2. Ensure calls are selected from:
3. Different days/times
4. Different call outcomes (sale, transfer, no-sale, hang-up)
5. Evaluate calls using a
   standardized QA scorecard
   (no subjective grading).

2. QA Scorecard Compliance Checks

For each call, score the agent on:

1. Proper greeting and script adherence
2. Compliance with required disclosures
3. Accuracy of information provided
4. Tone, clarity, pacing, and professionalism
5. Objection handling
6. Transfer process (especially
   how US-agent transfers are explained
   )
7. Call control and confidence
8. Closing attempt (where applicable)
9. Overall customer experience

All scoring should be checkbox + numeric-based to minimize language...