Quality Assurance (QA) Score
Average score from internal interaction monitoring against defined quality standards
What is Quality Assurance (QA) Score?
Quality assurance score is the average score given to audited customer interactions against a set of quality criteria. It shows how well agents follow standards and serve customers.
It gives structured feedback for coaching and helps ensure consistent service.
How this KPI is measured
- Function
- Customer Success & Service
- Sub-function
- Service Delivery
- Industry
- All Industries
- Type
- Lagging
- Impact
- Quality
- Unit
- score (0–100)
- Measurement frequency
- Weekly / Monthly
- Formula
- Sum of QA audit scores / Number of interactions audited
How to calculate it
Add up the QA audit scores and divide by the number of interactions audited.
For example, if 100 audited interactions scored a combined 8,900 out of 100, the average QA score is 89.
Use a clear scorecard with criteria such as accuracy, empathy, process and compliance, calibrate reviewers so they score consistently, and audit a fair sample.
Where it is used
Coaching agents
Give specific feedback.
Ensuring compliance
Check required steps.
Tracking service quality
Monitor over time.
How to improve it
Tips and common mistakes
- A high QA score is only useful if it links to customer satisfaction.
- Review the scorecard regularly.
- Involve agents in calibration.
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