QA scorecard
A simple scorecard for virtual assistant phone support.
Use this scorecard once a week. Pick 5 to 10 calls, review notes and recordings when allowed, then coach the assistant on the two biggest misses.
Scorecard itemPointsWhat good looks like
Greeting and identity check10Uses the approved greeting and confirms the caller or lead source.
Reason for call captured15Tags the call correctly and writes a short note a manager can understand.
Script and FAQ accuracy20Answers only from the approved script, FAQ, plan sheet, or policy note.
Appointment or ticket quality20Books the right slot, creates the task, or sends the issue to the right person.
Escalation rules followed15Does not handle sensitive decisions without owner review.
Tone and close10Sounds calm, helpful, and clear.
CRM cleanup10Updates the record, status, next action, and owner.
Manager note
Do not score everything at once.
Pick one call type first, such as new lead intake or appointment setting. Fix that path, then add support calls, billing questions, or follow-up work later.
Weekly review questions
Accuracy
Did the assistant use the script and avoid guessing?
Next step
Was the appointment, task, ticket, or callback clear?
Risk
Did any call need owner review, better access rules, or a safer answer?
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