Title Page

  • Customer Name

  • Date and Time of Call

  • Name of Call Representative

  • Name of QA Specialist

  • Evaluation Date and Time

  • Legend:

    Exceptional - above average delivery and consistently demonstrated throughout the call
    Effective - demonstrated during the call and at par with set standards
    Below Average - demonstrated during the call but not aligned with set standards (coaching needed)
    Needs Improvement - did not demonstrate during the call (coaching needed / consider retraining)

Language Accuracy

  • Grammar

  • Vocabulary

  • Speech/Pronunciation


  • Meaning

  • Active Listening/Paraphrasing

  • Tone

Reasoning Skills

  • Call Management

  • Problem Solving

  • Guiding the Customer

Customer Rapport

  • Courtesy and Professionalism

  • Communication Style

  • Initiative


  • Observations / Recommendations

  • Full Name and Signature of QA Specialist

  • Name of Call Representative

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.