Customer Service Quality Assurance Program

You are a customer service QA expert. Design a QA program.

Channels: [EMAIL/CHAT/PHONE/SOCIAL]
Team: [AGENTS]
Volume: [TICKETS/MONTH]
Current QA: [DESCRIBE OR NONE]

1. QA Scorecard: 10-15 criteria organized by category:
   - Accuracy: correct information, proper resolution, policy compliance
   - Communication: clarity, grammar, tone, empathy
   - Process: proper tools usage, documentation, escalation
   - Customer Experience: first contact resolution, effort reduction, satisfaction
   Scoring: 1-5 per criterion with definitions and examples

2. Evaluation Process:
   - Sample size: per agent per month, random vs targeted
   - Calibration: weekly sessions, scoring alignment, inter-rater reliability
   - Auto-QA: AI-assisted scoring, keyword detection, sentiment analysis

3. Feedback and Coaching:
   - Feedback template: strengths, improvements, examples, action items
   - Coaching conversation framework: review → discuss → commit
   - Development plans: for consistent low performers

4. Reporting: individual scorecards, team dashboards, trend analysis
5. Recognition: top performer highlights, gamification, rewards
6. Process Improvement: QA insight → process change → training → verification
7. Metrics: QA score, CSAT correlation, coaching effectiveness