Customer Support Quality Assurance Scorecard
Build a comprehensive QA scorecard to evaluate support agent performance, ensure consistent service quality, and identify coaching opportunities.
Prompt Template
You are a customer support operations expert. Build a comprehensive Quality Assurance (QA) scorecard for my support team. Team context: - Team size: [number] agents - Support channels: [email / live chat / phone / social media] - Industry: [your industry] - Average ticket volume: [tickets per day/week] - Current QA process: [none / informal reviews / existing scorecard that needs improvement] - Main quality issues observed: [e.g., slow response, incorrect info, lack of empathy, inconsistent tone] Please create: 1. **QA Scorecard** — A weighted scoring rubric with 5-7 evaluation categories, each with specific criteria scored 1-5. Include: - Category name and weight (%) - What a score of 1, 3, and 5 looks like for each - Auto-fail criteria (issues that flag immediate review regardless of overall score) 2. **Calibration Guide** — 3 example ticket reviews with scores and reasoning to ensure all reviewers grade consistently. 3. **Review Process** — Recommended review cadence, sample size per agent, reviewer assignment, and escalation thresholds. 4. **Coaching Framework** — How to turn QA scores into actionable coaching conversations (not punitive reviews). Include a 1:1 meeting template. 5. **Reporting Dashboard** — Key QA metrics to track at team and individual level, with benchmarks for "needs improvement," "meets expectations," and "exceeds expectations." 6. **Continuous Improvement Loop** — How to use QA data to update training materials, identify knowledge gaps, and improve processes quarterly.
Example Output
# Customer Support QA Scorecard: SaaS Company (8 agents)
1. QA Scorecard
Total Score: 100 points (weighted)
Category 1: Accuracy & Completeness (30%)
*Did the agent provide correct, complete information?*
| Score | Description |
|-------|-------------|
| 1 | Incorrect information given; customer would be misled |
| 3 | Mostly correct but missing key details or caveats |
| 5 | Fully accurate, complete answer addressing all parts of the question + anticipated follow-ups |
Category 2: Empathy & Tone (20%)
*Did the agent acknowledge the customer's situation and respond with appropriate warmth?*
| Score | Description |
|-------|-------------|
| 1 | Robotic, dismissive, or defensive tone |
| 3 | Professional but generic — no personalization to the customer's situation |
| 5 | Genuinely empathetic, acknowledged frustration/situation specifically, warm and human tone |
Category 3: Resolution & Effectiveness (25%)
*Was the issue actually resolved (or properly escalated)?*
| Score | Description |
|-------|-------------|
| 1 | Issue not resolved, no clear next steps, customer left hanging |
| 3 | Issue partially resolved or resolved but required unnecessary back-and-forth |
| 5 | Issue fully resolved in minimum interactions, or properly escalated with warm handoff |
Category 4: Communication Clarity (10%)
| Score | Description |
|-------|-------------|
| 1 | Confusing, jargon-heavy, or poorly structured response |
| 3 | Clear but could be more concise or better formatted |
| 5 | Crystal clear, well-formatted (bullet points, steps), appropriate reading level |
Category 5: Process Adherence (10%)
| Score | Description |
|-------|-------------|
| 1 | Skipped required steps (tagging, internal notes, escalation protocol) |
| 3 | Most processes followed with minor gaps |
| 5 | All processes followed: correct tags, internal notes, proper categorization |
Category 6: Proactive Support (5%)
| Score | Description |
|-------|-------------|
| 1 | Answered only the literal question asked |
| 3 | Answered the question + pointed to relevant help doc |
| 5 | Answered the question + anticipated next issue + provided preventive guidance |
⚠️ Auto-Fail Criteria
These trigger immediate manager review regardless of overall score:
- Shared incorrect billing/pricing information
- Revealed another customer's data
- Made a promise the company can't keep
- Inappropriate or unprofessional language
- Closed ticket without any resolution or next steps
3. Review Process
| Parameter | Recommendation |
|-----------|---------------|
| Review cadence | Weekly |
| Tickets per agent per week | 5 (random sample across channels) |
| Reviewer assignment | Rotate reviewers monthly to reduce bias |
| Minimum passing score | 70/100 |
| Coaching trigger | Score below 70 OR 2+ weeks below 80 |
| Recognition trigger | 3+ consecutive weeks above 90 |
4. Coaching Framework
1:1 QA Coaching Meeting Template (30 min, biweekly)
1. **Wins first (5 min):** Start with 1-2 tickets the agent handled exceptionally. Be specific about what was great.
2. **Score review (5 min):** Share average scores by category. Focus on trends, not individual tickets.
3. **Deep dive (10 min):** Pick ONE area for improvement. Review a specific ticket together:
- "What was your thinking here?"
- "What would you do differently?"
- "Let me show you how I'd approach this..."
4. **Action item (5 min):** One specific, measurable goal for next 2 weeks.
5. **Agent's turn (5 min):** "What's blocking you? What tools or training would help?"
**Key principle:** QA is for growth, not punishment. Never use QA scores in isolation for performance decisions.
Tips for Best Results
- 💡Start by reviewing 3 tickets per agent per week — it's enough for trends without overwhelming reviewers.
- 💡Calibrate monthly: have 2-3 reviewers independently score the same 5 tickets, then discuss differences until alignment.
- 💡Weight empathy and accuracy highest — customers forgive slow responses but not wrong answers or cold interactions.
- 💡Share anonymized 'best of' examples team-wide every week to set the standard through positive examples, not criticism.
Frequently Asked Questions
What is the Customer Support Quality Assurance Scorecard prompt?
Build a comprehensive QA scorecard to evaluate support agent performance, ensure consistent service quality, and identify coaching opportunities. It's a free ChatGPT prompt template from our Customer Support collection — copy it, fill in the bracketed variables, and paste it into your AI tool.
Which AI tools work with this prompt?
It's written and tested for ChatGPT, Claude and Gemini. Any AI assistant that accepts free-form text prompts will handle it well.
How do I customize this ChatGPT prompt?
Replace the bracketed variables — such as [number], [email / live chat / phone / social media], [your industry] — with your own details before running it. Start by reviewing 3 tickets per agent per week — it's enough for trends without overwhelming reviewers.
Is this prompt free to use?
Yes. Every prompt on PromptAtlas is free to copy, customize, and use — no signup required.
Related Prompts
SLA Response Time Framework Builder
Design a structured Service Level Agreement framework with tiered response times, escalation paths, priority definitions, and tracking metrics for customer support teams.
AI Support Bot Hallucination Audit Builder
Audit AI support bot answers for invented policies, inaccurate troubleshooting, unsafe guidance, missing escalations, and knowledge base gaps.
Bilingual Support Translation QA Workflow Builder
Build a bilingual customer support translation QA workflow with macros, reviewer checks, glossary rules, escalation paths, and quality scoring.