Title Page

  • Campaign

  • Evaluation Date and Time

  • Date and Time of Call

  • Name of Call Representative

  • Name of QA Specialist

QA Checklist

  • Was the phone answered after two rings or less?

  • ask the agent what happened

  • If Voicemail, agent should be able to leave a message by stating the purpose of the call.

  • agent should be coached

  • Did the agent use an appropriate greeting?

  • Did the agent identify himself or herself by name?

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

  • Was the call handled efficiently without being abrupt?

  • Did the agent provide accurate information or refer the caller to an appropriate person? (Applicable if the name is on the sheet)

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

  • Did the agent thank the caller?

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

  • Did the agent use friendly and tactful words?

  • The agent did not accuse the customer of anything?

  • Did the agent provide any information in regards the qualification of the illness towards the person?

  • agent should be coached

  • There was no distracting background noise on the agent'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.