Call & Contact Centres
Quality Assurance & Coaching skills assessment
Quality analysts and team leaders turn calls into learning. This scorecard covers scoring accuracy, calibration, feedback and coaching to lift agent performance.
- 12 skills to score
- 1–10 scale on every skill
- 6 starting levels
The 12 Quality Assurance & Coaching skills you can score
These are the default Quality Assurance & Coaching skills in SkillScorer. Each one is scored from 1 to 10 for every agent, and you can edit, remove or add skills at any time.
Call Evaluation Accuracy
Scores calls accurately against the quality form and supports each score with clear evidence.
Calibration Consistency
Takes part in calibration sessions so scoring is consistent across all assessors.
Constructive Feedback
Gives feedback that is specific, balanced and focused on behaviours agents can change.
Coaching Conversations
Runs coaching sessions that build agent skills and confidence and end with agreed actions.
Trend Analysis
Identifies patterns across calls and teams.
Compliance Monitoring
Checks calls for legal and regulatory compliance and escalates breaches quickly.
Reporting and Insights
Turns quality results into reports and insights that show trends and training needs.
Motivating Agents
Encourages agents by recognising good work and linking quality to their development.
Action Plan Follow-Up
Follows up coaching action plans to check that agreed improvements actually happen.
Knowledge of Processes and Products
Knows the products, systems and processes well enough to judge whether calls were handled correctly.
Objectivity
Assesses fairly and without bias, regardless of relationships or personal preferences.
Communication
Explains results and expectations clearly, in writing and in person.
Levels included with Quality Assurance & Coaching
Quality Assurance & Coaching starts with 6 levels, which SkillScorer calls “Tier” for call & contact centres, so agents can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Trainee
- Agent
- Senior Agent
- Team Leader
- Quality Analyst
- Manager
How Quality Assurance & Coaching works in SkillScorer
Score
Each agent in a team is scored on the Quality Assurance & Coaching skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank agents, compare two side by side, or compare your teams against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which Quality Assurance & Coaching skills need attention. Reports also follow each team leader's team.
Quality Assurance & Coaching scorecard: common questions
What skills does the Quality Assurance & Coaching scorecard include?
SkillScorer's Quality Assurance & Coaching scorecard covers 12 skills: Call Evaluation Accuracy, Calibration Consistency, Constructive Feedback, Coaching Conversations, Trend Analysis, Compliance Monitoring, Reporting and Insights, Motivating Agents, Action Plan Follow-Up, Knowledge of Processes and Products, Objectivity and Communication. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are agents scored in Quality Assurance & Coaching?
Every agent is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one team and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with Quality Assurance & Coaching?
Quality Assurance & Coaching starts with these levels (called “Tier” in the app): Trainee, Agent, Senior Agent, Team Leader, Quality Analyst and Manager. They are just a starting point, so you can rename, reorder or replace them.
Can I change the Quality Assurance & Coaching skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In call & contact centres the app talks about agents, teams and team leaders, and you can change any of those words too.
Score Quality Assurance & Coaching with SkillScorer
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