Most QA programs fail because nobody trusts the scores. We build the calibrated version — scorecard tailored to your contact mix, calibration cadence that holds, coaching framework that lands. Four weeks, fixed fee, piloted with your team before you take it over.
A complete, calibrated customer service QA program built for your specific operation, piloted with your team, and handed off ready to run — in four weeks for a fixed fee.
Most QA programs that fail do not fail because the scorecard is bad. They fail because evaluators interpret the scorecard differently — and within a year the scores are dismissed as opinion rather than evidence. Coaching loses trust. The program becomes calendar work.
The version that works requires three operational disciplines layered together: a scorecard tailored to your actual contact mix, a calibration cadence that produces under-10-point evaluator variance, and a coaching framework that converts QA findings into agent performance improvement.
We build the version that works. This is the same QA framework we cover in What Is a Customer Service QA Program? and the full QA hub, productized down to a fixed-fee engagement and accelerated into a four-week build.
Customized scorecard built from a 20-item research-backed library. Items selected and weighted for your contact mix, channels, and brand standards.
Monthly calibration meeting protocol that produces consistent scoring across evaluators. Two live sessions facilitated by us during the engagement.
Conversation structure that converts QA findings into agent improvement. Supervisor training materials included.
Dashboard structure (Excel or Google Sheets) that tracks individual, team, and program-level QA trends over time.
Real deliverables, not just a conversation. Everything below is included in the fixed fee.
Not sure whether you need a QA program built, or whether the broader operation needs assessment first? Start with the $2,500 Customer Service Audit — it'll surface whether QA is the right place to focus, or whether something upstream matters more.
See the Customer Service Audit ($2,500) →Book a 30-minute discovery call. We'll confirm fit, walk through what the engagement would look like for your operation, and answer anything not covered above. No pitch, no commitment.