Resources2026-06-201 min
Customer Support Quality Assurance: Complete Checklist
QA checklist for customer service: scoring criteria, calibration sessions, feedback loops, coaching plans, and continuous improvement framework.
By the Octobot editorial teamCluster: AI customer support
In brief
What to know first
QA checklist for customer service: scoring criteria, calibration sessions, feedback loops, coaching plans, and continuous improvement framework.
This article is part of the ai customer support cluster and connects the topic to the most relevant Octobot resources.
QA Checklist for Support Teams
- Sample 5-10 tickets per agent monthly
- Score on empathy, accuracy, speed, resolution
- Calibrate scoring across managers
- Provide individual monthly feedback
- Create coaching plans for low scores
- Celebrate high scores publicly
- Review QA program quarterly
Editorial method
The Octobot editorial team structures content around operational support questions, documented product capabilities, and cited sources when an external claim requires evidence. Verify changing prices, benchmarks, and product features before making a purchase decision.
support quality assuranceqa checklistcustomer service scoringsupport audit