Call Centre Quality Assurance Checklist & Scorecard
Use this interactive 0–100 quality scorecard to audit sales calls, telecaller pitches, and support conversations. Calculate scores live or print for your QA team.
Call QA Audit Score
Check off evaluated criteria below to calculate a normalized 0–100 score for any call.
1. Opening & Verification
Professional Greeting & Identity Confirmation
+5 ptsAgent states company name, their name clearly, and confirms they are speaking with the decision maker.
Reason for Call / Agenda Set
+5 ptsAgent clearly states the context or purpose of the call within the first 30 seconds.
Permission & Courtesy Check
+5 ptsAgent politely verifies if it is a convenient time to speak or acknowledges scheduled demo time.
2. Discovery & Needs Analysis
Open-Ended Questioning
+10 ptsAgent asks open-ended questions to discover customer workflow, team size, or pain points.
Active Listening & Paraphrasing
+10 ptsAgent acknowledges prospect answers without interrupting and confirms understanding.
Decision Process & Timeline Identified
+5 ptsAgent identifies who else is involved in the decision and when the customer plans to implement.
3. Solution Pitch & Value Alignment
Tailored Value Proposition
+10 ptsAgent connects specific product features directly to the challenges discovered during conversation.
Pricing Transparency & Commercial Clarity
+10 ptsAgent explains pricing structure simply without confusion, highlighting ROI.
4. Objection Handling
Empathy Before Rebuttal
+10 ptsAgent validates prospect concerns (budget, timing, competitor) before offering a solution.
Clear Proof Points / Case Studies Provided
+15 ptsAgent provides real customer examples or clear operational data to overcome hesitation.
5. Closing & Next Steps
Concrete Next Step Scheduled
+10 ptsAgent locks in a calendar date and time for demo/callback rather than an indefinite follow-up.
Action Item Confirmation
+5 ptsAgent summarizes what will be sent (WhatsApp brochure, quote, calendar invite) and concludes professionally.
Tired of Manually Auditing Calls in Spreadsheets?
Manual QA covers less than 3% of your calls and takes hours of managerial time. Nodzo automatically runs this exact 0–100 rubric across 100% of your sales calls with bilingual Hindi-English transcription and instant CRM sync.
Frequently Asked Questions
What is a call centre quality assurance checklist?
A call centre quality assurance (QA) checklist is a standardized rubric used by supervisors to grade agent customer conversations across core dimensions—including opening greetings, problem discovery, pitch accuracy, objection handling, compliance, and closing commitments.
How do I calculate an agent's call quality score using this template?
Each section of this template carries a specific weighted score adding up to 100 possible points. Supervisors check off criteria successfully demonstrated by the agent during the call to reach a final percentage score.
How does automated AI scoring compare to manual checklists?
Manual checklists take 10 to 15 minutes per call and can realistically evaluate only 2% to 3% of monthly call volume. Nodzo automates this exact 0–100 rubric across 100% of calls, delivering instant scores in 60 seconds without manual effort.