Audit

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

Comprehension

Meaning

Active Listening/Paraphrasing

Tone

Reasoning Skills

Call Management

Problem Solving

Guiding the Customer

Customer Rapport

Courtesy and Professionalism

Communication Style

Initiative

Completion

Observations / Recommendations

Full Name and Signature of QA Specialist
Name of Call Representative