Template
QA scorecard template
A three-section QA rubric with Yes / No / N/A scoring and section-level critical fails, plus agent and team views that show where coaching and training should go.
Works in Excel and Google Sheets. All data inside is invented.
What’s inside
- Rubric. Fifteen items across customer experience, issue resolution and internal work, weighted 30%, 40% and 30%. Each item is a short list of check questions. The weights and score bands are settings you can change.
- Reviews. One row per review. Each item is Yes, No or N/A, and N/A drops out of the count. Critical fails are judged per section, so one missed box doesn’t zero a review. Score and band calculate themselves.
- Agent view. Each person’s average, band, critical fails, and the item they miss most, with a color-coded grid of every item underneath.
- Team view. Which items the whole team misses most, ranked, with a chart.
It comes with 60 invented reviews, so you can see how it behaves before you add your own.
Using it
Download it and open it in Excel. For Google Sheets, upload it to Drive and open it from there.
What it doesn’t include
This is the frame. A rubric that holds up also needs check questions written around your own policies, reviewers who score the same way, and a coaching routine that uses the results. That’s the part I build with teams.
Where this comes from
Want this fitted to your team? Get in touch.