QA Evaluation Guide

This QA Form is used to evaluate the quality, accuracy, compliance, and professionalism of customer email responses. Each section below outlines the standards agents are expected to meet.

Email Format

Used Correct Opening Statement

Used correct branding when opening the email, tone is appropriate.

2. Used Positive Closing Statement

Used correct branding when closing the email and asked for further assistance. Positive reinforcement. If there's branding in the opening, this is a yes.
First contact—branding should be present

Investigation

3. Review Account History Before Discussing Account Details

Checked all tools and conversations and used the information to provide a resolution before responding to the customer's concern

Resolution

4. Delivered Complete and Accurate Account/Product Information

Provided value proposition when applicable. Delivered Complete and accurate account/product information. Reassigned tickets to the right department if needed.
Issued the correct discount percentage.

5. Addressed All Queries Including Underlying Concerns

Understood and addressed all queries and also offered proactive advice. Empowered the customer by providing additional information (links, pictures, blog, other resources).
Probe when necessary.

Style and Soft Skills

6. Acknowledged and Paraphrased the Customer's Concern. Additionally, Delivered An Assurance Statement

Paraphrased, acknowledged, and assured the customer that his/her concerns are taken cared of.

7. Applied Empathy

Delivered empathy statement when applicable.

8. Used Correct Grammar, Spelling, Punctuation and Selected Appropriate Tags

Correct grammar, spelling, and punctuation show professionalism, and they are vital for meaningful communication. Did not use jargon. Selected appropriate tags (Reason for Contact, Ticket Status, etc.) and completely and accurately documented the account.

9. Customized The Reply And Used The Correct Template

The customer was not sent the same email twice. Used correct macros. Edit/omit portions of macros if needed to personalize the response.
Address customers with their first name.

Followed Compliance and did not incur a Critical Error (Auto-Fail)

Completely performed necessary actions on the account. Email reply is sent to the right customer.
Responded to email before closing the ticket.
Completed Cancellation Request as per Current Process.
Followed the reship process.
Provided refunds when applicable for return and cancellation requests.
Submitted or escalated to appropriate forms when applicable.
Merged the ticket appropriately (responded when necessary).
Did not manually tag the ticket.
If the agent's lapses lead to legal actions, lost customers, or decreased sales.

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