Managed Contact Center / Quality Management

QA Scoring & Coaching Notes

QA (Quality Assurance — see Glossary) scoring lets a supervisor review a recorded call against a consistent checklist — greeting, tone, resolution, compliance — and attach notes directly to that call, building a documented, fair, and specific coaching record instead of relying on vague impressions.

What does a QA score actually look like in practice?

A structured checklist scored against a specific call — did the agent follow the greeting script, handle the issue correctly, stay professional, meet any compliance requirements. Scores and notes are saved with the call, so both the agent and supervisor can see exactly what was evaluated and why.

How does this connect to live coaching during a call?

It’s the natural follow-up to Whisper Coaching — live coaching addresses a moment as it happens; QA scoring is the structured, after-the-fact review that turns individual calls into a pattern you can coach against over time.

Where do supervisors actually listen to the calls they’re scoring?

Directly from Call Recording — a supervisor pulls up the recording, scores it against your checklist, and leaves notes, all tied to that one call for later reference.

Can agents see their own scores and notes?

Yes, typically — sharing scores and coaching notes with the agent directly is what makes this a development tool rather than just a management record, giving agents concrete, specific feedback tied to real examples of their own calls.

Can we track whether coaching is actually improving performance over time?

Yes — because every score is tied to a specific call and date, you can track an individual agent’s trend over weeks or months, and confirm whether coaching sessions are translating into measurably better calls.