What is QA Scorecard?

A QA scorecard is the weighted set of criteria an evaluator uses to score an interaction. Criteria are usually grouped into sections (e.g. opening, compliance, resolution, closing), each carrying a weight that adds up to 100%.

Good scorecards separate ordinary criteria from fatal criteria (an automatic zero if failed, such as a missed mandatory disclosure) and often track a separate compliance score independent of the overall quality score.

The scorecard is the backbone of a QA programme — it defines what "good" looks like, drives calibration between evaluators, and feeds coaching and analytics.