Title Page

  • Customer Name

  • Date and Time of Call

  • Name of Call Representative

  • Name of QA Specialist

  • Evaluation Date and Time

QA Checklist

  • Was the phone answered after two rings or less?

  • Did the employee use an appropriate greeting?

  • Did the employee identify himself or herself by name?

  • Was the employee's tone of voice pleasant and businesslike?

  • Was the call handled efficiently without being abrupt?

  • Did the employee provide accurate information or refer the caller to an appropriate person?

  • Did the employee reflect the best image for the company?

  • Did the employee thank the caller?

  • Did the employee make prudent use of putting the caller on hold if it was necessary to do so?

  • Did the employee use friendly and tactful words?

  • The employee did not accuse the customer of anything?

  • The employee did not fumble when transferring the call if making a transfer was necessary?

  • There was no distracting background noise on the employee's end during the call?


  • Observations / Recommendations

  • Full Name and Signature of QA Specialist

  • Full Name and Signature of Employee

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.