Run a fair quality programme for calls, chats and emails that agents trust
A complete QA toolkit for support managers, team leads and quality analysts: the method, the scorecard, the workbook, the forms and the exact words, from the first scorecard to the monthly report.
- A 10-chapter e-book teaching a seven-step QA loop, with one composite contact centre running through every chapter
- The Quality Monitoring Workbook: 19 sheets covering scorecard and weights, evaluations with auto-fail logic, calibration agreement, disputes, coaching, Pareto analysis, QA versus CSAT, sample size and evaluator capacity, with two dashboards
- 5 fillable PDF forms and 7 Word templates, including 40 feedback notes and scripts, an evaluator handbook and 29 AI prompts
- A Start Here map, 4 cheat sheets including dated recording, privacy and AI rules by country, a 38-event 60-day launch calendar and a 32-task CSV
The Call Quality Monitoring Kit · Bodhih Pro Kits · 94 by Bodhih Training, trainers to 2,000+ companies since 2008.
How do you set up a call center quality assurance program?
Define quality from the customer's view, build a short scorecard with auto-fail, customer-critical and weighted items, sample interactions at random, evaluate with evidence, calibrate evaluators monthly, coach within a week, and use Pareto and root-cause analysis to fix processes. The Call Quality Monitoring Kit from Bodhih Training gives you a file for each step.
Want the full free guide first? Read How to Build a Call Center Quality Assurance Program.
You already feel the problem. Here is what it is costing you.
High scores, unhappy customers
The quality score looks healthy while complaints climb. The scorecard rewards scripted phrases and misses whether the customer got the right answer and a clear next step.
Agents call it the gotcha team
Scores arrive late, without evidence, and end up on a league table. Agents learn to perform for the scorecard instead of the customer, and trust drains away.
Evaluators who disagree
Two analysts score the same call ten points apart and disagree on whether it breached policy. Without calibration, every individual score carries that uncertainty.
Four calls a month, treated as gospel
Agents are ranked on a handful of evaluations, when the margin of error is wider than the gaps between them. Good people lose confidence for reasons that are mostly chance.
Coaching that never changes anything
Feedback is a list of faults weeks after the contact. The same items fail every month because the real cause is a policy, a tool or a knowledge article, not the agent.
AI tools you are not sure about
Vendors offer to score every interaction automatically, some with emotion gauges. In the EU, inferring employees' emotions from their voices at work has been prohibited since February 2025. It is hard to know what is safe and useful.
Picture the next few weeks with the kit open beside you.
Picture the Monday after you rebuild the scorecard. Ten weighted items, three auto-fails, every item with a definition of what earns a 2, a 1 and a 0. As you open the Quality Monitoring Workbook, the Dashboard shows sample coverage, auto-fails, coaching within target and open disputes in ten minutes.
Now it is the first calibration session. Four people scored the same call alone, and the Calibration sheet shows exactly where they differed. By the end of the hour, two definitions are rewritten and the evaluator who scored high knows it, kindly and with numbers.
Imagine the month-end review. The Pareto chart shows one item losing a quarter of all points. The evaluator notes point to a refund rule, not to agents. You take three example contacts to the process owner, and the rule changes. Next month the bar shrinks.
And then the leadership meeting. Instead of a single average, you bring a trend, the vital few causes with their owners, calibration health and a comparison with what customers said. Whether you start with the e-book tonight or the scorecard template tomorrow morning, the next month of QA is already planned.
21 files that do the work for you
The e-book shows you how. The tools make it happen. Here is exactly what you download.
The Call Quality Monitoring Kit (e-book, PDF)
The guide: methods, worked examples, scripts and exercises
Start here: quality monitoring map
The whole QA job as seven steps with the file to open at each, your first hour, a 30/60/90 day use plan and links to measure your starting point.
Quality Monitoring Workbook
19-sheet workbook: settings, scorecard with weights and auto-fails, agents, evaluation log with weighted scores, calibration agreement, evaluator leniency and load, agent summary and trend, Pareto item analysis, monthly trend, disputes, coaching linked to evaluations, QA versus CSAT, root causes, sample size, precision and capacity calculators, and two dashboards with charts.
Call evaluation form
Four-page fillable form for one phone call: selection method, auto-fail gate, nine weighted items scored 0-1-2 with evidence fields, a score summary, customer outcome, one strength, one improvement and next steps.
Chat, email and social evaluation form
Five-page fillable form for written channels: thread details, response times, auto-fail gate, all ten weighted items including written quality, channel notes for chat, email and social, and feedback.
Calibration session sheet
Three-page fillable sheet for a 60 to 90 minute calibration: blind pre-scoring, item-by-item comparison, the agreed benchmark, auto-fail agreement, definitions to rewrite and the agreement rate.
QA coaching session form
Two-page fillable form for a 20 to 30 minute coaching conversation based on QA results: preparation, agent self-assessment first, listening together, one behaviour, practice, commitment and follow-up check.
Agent self-evaluation form
Two-page fillable form an agent uses to score one of their own interactions on the same scorecard, compare with the evaluator, pick one behaviour and ask for support.
QA message and script library
40 ready-to-edit messages and spoken scripts in 7 groups: launching QA, feedback notes, coaching openers, dispute replies, recognition, leadership reports, and customer-facing words on recording, card payments and chatbots.
Scorecard design template with item definitions
Eight-step template to design or rebuild a QA scorecard from the customer's point of view: outcomes, behaviours, critical and auto-fail items, weights, channel versions, 0-1-2 definitions, a pilot test and sign-off, with a complete sample scorecard.
Evaluator guidelines handbook
The rulebook for everyone who scores: purpose, selecting interactions, how to listen and read, scoring rules, full item definitions, writing feedback, turnaround times, the dispute process, calibration, conflicts of interest, privacy and AI-assisted evaluation.
Quality assurance policy one-pager
A one-page QA policy your organisation can adopt: purpose, scope, principles, sampling, scoring, calibration, disputes, coaching, how results may and may not be used, privacy, AI and review.
Monthly quality report template
Two-page report template for leadership: headline numbers, trend, sample coverage, auto-fails, top items losing points, root causes with owners, calibration health, coaching impact, QA versus CSAT and FCR, great interactions and decisions needed.
Worked example pack: launching QA at Coralbay Connect
The main forms completed for one composite case: a call evaluation with an auto-fail, a chat evaluation scored 100%, a calibration session, a coaching session, an agent self-evaluation, a dispute decision and the November quality report.
AI prompt pack for quality assurance
29 tool-agnostic prompts grouped by the steps of a QA programme, each with what to paste in and what to check before you use the output.
Scoring decision card
If-this-then-that card for 13 scoring situations and 9 programme decisions, plus three checks before any score reaches an agent.
Evaluator bias and QA mistakes to avoid
Mistakes-to-avoid card: twelve evaluator biases with what to do instead, and ten programme mistakes with the file that prevents each.
QA coaching card
A 20-minute coaching conversation minute by minute, questions that work, do and avoid, and how to use side-by-sides, the call library and self-evaluation.
Recording, privacy and AI rules by country (October 2026)
Dated quick reference to call recording, employee monitoring, data protection, payment card and AI rules across the EU, UK, US, India, Singapore, the Philippines, the Gulf, Africa, Australia and Canada.
60-day QA programme launch calendar
38 calendar events that launch a QA programme in 60 days, from purpose and scorecard design through calibration, coaching and the first monthly report, each naming the file to open.
QA launch task board import
32 launch tasks as a CSV ready to import into Trello, Asana, Notion, Planner or Jira, with phase, week, owner, file to open and due date.
Chapter by chapter
Each chapter opens with a real situation, gives you a method and ends with something to do today, using the tools in your kit.
- Format
- PDF e-book + XLSX + fillable PDF + DOCX + printable PDF + ICS + CSV
- Files
- 21 files plus a one-click ZIP
- E-book
- 65 pages
- Workbook
- 19 sheets with 100 sample evaluations, working formulas and two dashboards
- Works with
- Excel, Google Sheets, LibreOffice, Word, Google Docs, Acrobat Reader, GoodNotes, Google Calendar, Outlook, Apple Calendar, Trello, Asana, Notion, Planner, Jira
- Best for
- Support teams of roughly 10 to 1,000 agents on voice, chat, email or social, in-house or outsourced, in any country
Quality Is What the Customer Experiences
Why scores and customer reality drift apart, the seven-step QA loop, and the frameworks behind it.
What Quality Assurance Is For
The four legitimate jobs of QA, defining quality from the customer's side, and a one-page policy.
Designing a Scorecard That Measures What Matters
Auto-fail, customer-critical and weighted items, 0-1-2 scoring, weights and definitions people agree on.
One Standard, Four Channels
One scorecard with channel notes for calls, chats, emails and social, including bot handoffs.
Sampling and Capacity
What four evaluations a month can and cannot tell you, sample size for the whole operation, and evaluator capacity.
Evaluating Fairly
A two-pass evaluation routine, the biases that distort scores, and feedback agents can use.
Calibration: Making Evaluators Agree
Running calibration sessions, measuring agreement and leniency, and rewriting definitions the same day.
Coaching from Quality Results
A 20-minute coaching conversation, side-by-sides, a call library, self-evaluation and recognition.
Disputes, Self-Evaluation and Trust
A fast dispute process, self-evaluation and the small decisions that keep agents' trust.
From Scores to Insight: CSAT, FCR and Root Causes
Pareto analysis, root causes, linking QA to CSAT, NPS, effort and FCR, and reporting to leadership.
Auto-QA, AI and Privacy
What automated QA can and cannot judge, human review, emotion recognition rules, recording, retention and chatbots.
Running the Programme Month by Month
A monthly rhythm and your first hour.
Scorecard Item Definitions
The sample scorecard with weights and definitions for every item and auto-fail.
QA Metrics and Formulas
Plain definitions and formulas for every measure in the workbook.
Not just reading. Tools you will actually open again.
E-book
- The Call Quality Monitoring Kit: 10 chapters, 2 appendices and 6 hand-drawn figures (PDF)
Start here
- 00-Start-Here-Quality-Monitoring-Map: the QA job as seven steps with the file to open at each, your first hour and a 30/60/90 day use plan
Spreadsheet
- Quality Monitoring Workbook (19 sheets): Start here, Settings, Scorecard, Agents, Evaluations, Calibration, Evaluators, Agent Summary, Item Analysis, Monthly Trend, Disputes, Coaching, QA vs CSAT, Root Causes, Sample Size, Precision Table, Capacity, a Dashboard with 24 live measures and a points-lost chart, and a Trend Chart
Fillable PDF forms
- Call evaluation form: selection, auto-fail gate, weighted items with evidence fields, score summary and feedback
- Chat, email and social evaluation form: response times, bot handoff checks, all ten items including written quality
- Calibration session sheet: blind pre-scores, item-by-item comparison, benchmark and definitions to rewrite
- QA coaching session form: preparation, agent's view first, one behaviour, practice and follow-up
- Agent self-evaluation form: score your own contact, compare with the evaluator, choose one behaviour
Word templates
- QA message and script library: 40 messages and scripts from launch announcements to dispute replies and chatbot disclosures
- Scorecard design template with item definitions, including a complete sample scorecard
- Evaluator guidelines handbook: selection, scoring rules, definitions, feedback, disputes, calibration, privacy and AI
- Quality assurance policy one-pager your organisation can adopt
- Monthly quality report template for leadership
- Worked example pack: the main forms completed for one composite contact centre
- AI prompt pack for quality assurance: 29 prompts, each with what to paste in and what to check
Cheat sheets
- Scoring decision card: 13 scoring situations and 9 programme decisions
- Evaluator bias and QA mistakes to avoid
- QA coaching card
- Recording, privacy and AI rules by country, dated October 2026
Calendar and import
- 60-day QA launch calendar (ICS): 38 events for Google Calendar, Outlook or Apple Calendar
- QA launch task board (CSV): 32 tasks for Trello, Asana, Notion, Planner or Jira
When you have worked through it, you will be able to…
Every outcome is practised with a worked example and a tool, not just described.
- Define quality from the customer's point of view and write a one-page QA policy agents can trust
- Build a short scorecard with auto-fail, customer-critical and weighted items and clear 0-1-2 definitions
- Adapt one standard to calls, chats, emails and social replies, including bot handoffs
- Set a sampling plan, know its margin of error and staff it with the right number of evaluators
- Run calibration sessions and track agreement, leniency and auto-fail matching for every evaluator
- Coach from QA results within a week, one behaviour at a time, and recognise great interactions
- Find the few items losing most points, trace them to root causes and compare QA with CSAT and FCR
- Introduce automated QA with human review, and handle recording, retention and chatbot disclosure responsibly
Know your starting point. Prove your progress.
People who measure before and after improve faster and can show it. AssessAll, our sister assessment platform, has AI-graded assessments that pair with this kit. Take one now, work through the kit, then re-take it.
Workplace Listening Assessment for Employees, Managers and Support Teams
Take the assessment →AssessAll assessmentCoaching Conversation Assessment with a Spoken Round for Managers and Internal Coaches
Take the assessment →AssessAll assessmentWritten Feedback Quality Assessment for Managers, Teachers and Reviewers
Take the assessment →JobularyTurn what you learn into a measured development plan (Jobulary)
Make it a growth plan →A taste of Chapter 9
The question that turns a Pareto chart into improvement is "why?" Every evaluation on the Evaluations sheet carries a root cause: knowledge gap, process or policy, system or tool, agent behaviour, customer or third party, or none identified. The Root Causes sheet counts them and shows how many were flagged for coaching. At Coralbay, the notes on Q04 misses told the same story at all three sites: vague next steps on refunds, because the refund policy allowed two timescales depending on a payment detail agents could not see. No coaching would fix that. Priya took three example contacts to the head of billing, and the rule was rewritten on 3 November. The November average rose to 84.5%, from 79.1% in October and 77.6% in September, mostly because Q04 misses fell. That is what QA is for.
The honest comparison
| Free templates and typical advice | This kit | |
|---|---|---|
| Scorecard | A long checklist of scripted phrases | Ten weighted items, two to four auto-fails, customer-critical flags and written 0-1-2 definitions |
| Channels | The call form reused for email | One standard with channel notes for voice, chat, email and social, plus bot handoff checks |
| Sampling | Four calls a month and a league table | Random sampling, a precision table, an operation-wide sample size planner and a capacity calculator |
| Consistency | Calibration when there is time | A session method, agreement and leniency per evaluator, and definitions rewritten the same day |
| Coaching | A score and a list of faults | A 20-minute structure, side-by-sides, a call library, self-evaluation and coaching linked to evaluations |
| Insight | One average per month | Pareto analysis, root causes with owners, QA versus CSAT and FCR, and a leadership report |
| AI and privacy | Not mentioned, or one country assumed | Human review rules, vendor questions, an AI prompt pack and dated notes for the EU, UK, US, India, Asia, the Gulf, Africa and Australia |
Made for you if…
- Customer service and support managers who own quality for voice, chat, email or social
- Contact-centre team leads who coach from evaluation results
- Quality analysts and QA leads who want a fairer, more consistent method
- Customer success managers and founders setting up support quality for the first time
- Operations working with outsourcing partners who need one standard across sites and countries
- Teams introducing speech or text analytics who need human-review rules
Probably not for you if…
- Anyone looking for legal advice: the kit teaches good practice and points you to your HR team, data protection lead and local law, with country notes dated October 2026
- Teams looking for QA software: the workbook runs the method alongside your telephony, chat or ticketing system, it does not replace one
- Readers who mainly need scripts for hard performance conversations: The Difficult Conversations Kit covers that ground; this kit goes deep on quality assurance
Built by trainers, tested in real rooms.
Bodhih Training has designed and delivered corporate programmes since 2008. Bodhih Pro Kits package what works in those workshops into a guide plus the exact tools we use, so you can apply it the same day without a facilitator in the room.
From here to using it in three steps
- STEP 1
Tap Get the kit
Name, email and country. UPI, card or netbanking in India; international cards everywhere else. No account to create.
- STEP 2
Download instantly
Your download page opens at once, with every file and a one-click ZIP. A permanent link lands in your inbox too.
- STEP 3
Open the first tool
Start with the quick-start chapter, then the main spreadsheet or planner. Most buyers use something from the kit the same day.
Your next month of QA starts on Monday. Have the whole method ready.
Open the Start Here map, type your targets into the workbook and compare your scorecard with the sample. Whether you begin with the e-book this evening or the calibration sheet with your evaluators next week, the first hour is already planned.
Personal licence for the buyer's own use (and use with your own team or clients where the kit says so). Please don't share or resell the files. Team and company licences: solutions@bodhih.com.
The Bodhih family, when you are ready for more
Hard Talks, Good Outcomes
Scripts for tense conversations.
Run It Like a System
Write SOPs people actually follow.
AssessAll
250+ AI-graded assessments to measure skills and earn verified credentials.
Jobulary
Individual development plans that start from evidence and stay yours.
Bodhih Training
Run this topic as a live workshop for your team, in person or online.
Pewple
Book a vetted coach for career, leadership or communication. Pay per session.
Bodhih.org pathways
Certification pathways in Applied AI, Workplace English and management.
The Call Quality Monitoring Kit: FAQs
Read the free guideAlready bought? Resend my linkWhat should a call center QA scorecard include?
A short list of auto-fail items for compliance and conduct, a few heavily weighted customer-critical items such as accuracy and clear next steps, and weighted behaviours such as understanding the need, empathy, clear language and accurate notes. Each item needs a written definition of what earns each score. The kit includes a complete sample scorecard and a template to build your own.
How many calls should be monitored per agent each month?
Many teams evaluate a handful per agent, which is enough to find coaching topics but not to rank people: with four evaluations, an agent's monthly average can move about ten points either way by chance. Use pooled results for team and item rates and three-month trends for individuals. The workbook's precision table and sample size planner show the numbers for your own volumes.
What is QA calibration and how often should we do it?
Calibration is a session where evaluators score the same interactions alone, compare item by item, agree a benchmark and rewrite unclear definitions. Monthly at least, and more often when you launch a new scorecard. The calibration sheet in the kit measures agreement within a tolerance and spots lenient or harsh evaluators.
Can we use AI or speech analytics to score every call?
Automation is useful for objective checks on every contact and for flagging contacts worth a human look. It is weaker on judgement and context, so a person should review any score before it reaches an agent, and the tool should be calibrated like an evaluator. Check your law first: in the EU, AI that infers employees' emotions from voice at work is prohibited except for narrow medical or safety reasons.
How do I measure my own starting point as an evaluator or coach?
AssessAll offers assessments that match this kit: the Workplace Listening Assessment for Employees, Managers and Support Teams, the Coaching Conversation Assessment with a Spoken Round for Managers and Internal Coaches, and the Written Feedback Quality Assessment for Managers, Teachers and Reviewers. Take one before you launch and again after a few months to see what has changed. Links are on the Start Here map; the assessments are separate products and not included in the kit.
How do I turn this into a development plan for team leads and analysts?
Use the coaching card, the bias card and your calibration results to pick one or two skills each person will practise, then build them into a plan with measures. Jobulary explains how its development plans work, and the link is on the Start Here map.
Does it work for chat, email and social as well as calls?
Yes. The scorecard marks which items apply to each channel and the definitions carry channel notes. There is a separate evaluation form for written channels, including checks for chatbot disclosure and handoffs, and every channel feeds the same workbook.
Is this legal advice on call recording and monitoring?
No. The kit teaches good practice and keeps country specifics in one cheat sheet dated October 2026, covering the EU, UK, US, India, Singapore, the Philippines, the Gulf, Africa, Australia and Canada. Recording consent, employee monitoring, data retention and AI rules change, so check with your HR team, data protection lead and a qualified adviser.
Which software do I need?
The workbook opens in Excel, Google Sheets or LibreOffice and uses no macros. The forms are fillable in Acrobat Reader and most PDF apps, the templates open in Word or Google Docs, the calendar imports into Google Calendar, Outlook or Apple Calendar, and the CSV imports into Trello, Asana, Notion, Planner or Jira.
What is the refund policy?
Digital kits are non-refundable once downloaded. The exceptions are corrupted files that are not fixed within 3 working days, duplicate charges, or failed delivery.
How much does The Call Quality Monitoring Kit cost?
₹999 including 18% GST for buyers in India, or $29 for buyers outside India. One-time payment, no subscription, with an automatic invoice.
How do I get the files after paying?
Instantly. Your download page opens the moment payment succeeds, and a permanent download link is emailed to you. Download each file separately or everything in one ZIP.
What software do I need?
Any of the usual tools: Excel or Google Sheets for spreadsheets, Word or Google Docs for templates, Adobe Acrobat Reader, Preview, Xodo or GoodNotes for the fillable PDFs, and Google, Outlook or Apple Calendar for the calendar plan.
Can I get a refund?
Because it is a digital download, kits are not refundable once downloaded. We always refund a duplicate charge or a failed delivery, and if a file is corrupted and we cannot fix it within 3 working days. Full terms: bodhih.org/refunds.
Can my company buy this for a team?
Yes. Team and company licences, and workshops on this topic run by Bodhih Training, are available. Write to solutions@bodhih.com or call +91 99000 11601.
