QA Scorecard Suggestions

A well-structured QA scorecard helps evaluate agent performance, identify coaching opportunities, and maintain high-quality support interactions.

Each of the suggestions below can be used to build your ideal QA scorecard in Quack. Once set up, your team can run structured QA reviews directly in-platform - no spreadsheets, no manual tracking, just a smoother, more effective QA process.

Start with the Right Questions: Quack’s Suggestions per Category

Listening and Empathy

  • Did the agent listen attentively to the customer's concerns?

  • Did the agent ask clarifying questions when needed?

  • Did the agent acknowledge the customer's frustration and show empathy?

  • Were all merchant queries acknowledged and addressed with an empathetic and professional tone?

💡 Pro Tip: Listening and empathy are especially critical in high-friction or emotionally sensitive conversations.

Understanding and Product Knowledge

  • Did the agent demonstrate a clear understanding of the customer's issue?

  • Did the agent exhibit a strong understanding of the product?

  • Did the agent identify the root cause of the customer's issue?

Communication and Clarity

  • Did the agent provide a solution or instructions that were clear and easy to follow?

  • Did the explanations provided to the user reflect accurate and helpful information?

  • Did the agent send the relevant articles or tutorials to support the user?

  • Did the agent make adjustments to saved replies or macros when necessary?

Escalation and Follow-Up

  • Did the agent escalate the issue at the appropriate time according to escalation procedures?

  • Was the escalation well-documented with all relevant details and context?

  • Did the agent follow up with the user after escalation or initial resolution?

  • Did the agent keep the merchant informed about the status of their inquiry?

Proactiveness and Completion

  • Did the agent solve the user's issue?

  • Was the agent effective in understanding and addressing the issue?

  • Did the agent add a summary and links to the user's ticket when relevant?

  • Did the agent ask if the user had any additional questions or needed further support?

User Satisfaction

  • Did the user express satisfaction with the support experience?

Turn Insights into Action with QA Reviews

Consistent QA reviews are essential for maintaining quality, reinforcing standards, and developing agents through targeted feedback. The questions above can form the foundation of a structured, repeatable QA process tailored to your team’s goals.

💡 Pro Tip: Regular QA reviews help identify trends, catch quality gaps early, and ensure your team consistently meets Quack AI’s support standards.

Next Steps: Add Your Scorecard to Quack

Quack AI automates your QA process by:

  • Reviewing conversations automatically

  • Evaluating tickets using your custom scorecards

  • Surfacing coaching opportunities for your team

This saves hours of manual work and allows agents to focus on delivering excellent support.

Once your scorecard is enabled, you can run structured QA reviews directly inside Quack - no spreadsheets, no switching between tools.