Call Center Quality Assurance Checklist
Monitoring, scoring, compliance, and continuous improvement for Indian contact centers.
Feb 1, 2026
Why QA Matters
Quality assurance in call centers drives customer satisfaction, compliance, and agent performance. Use this checklist to build or refine your QA program with support from our call center consultancy team.
1. Call Recording and Monitoring
Ensure 100% call recording where legally permitted. Use our e DoT AI and contact center platform for integrated recording, monitoring, and whispering. Real-time dashboards help supervisors intervene when needed.
2. Scorecard Design
Define criteria: greeting, empathy, product knowledge, compliance, and closing. Weight each based on campaign goals. Score a sample of calls per agent per week for consistency.
3. Compliance and Script Adherence
For regulated industries, track script adherence and mandatory disclosures. Indian outbound campaigns must follow TRAI and DND norms. Our call and contact solutions include compliance controls.
4. Calibration Sessions
Hold regular calibration sessions with QA, operations, and team leads. Align on scoring standards and reduce subjectivity. A good call center consultancy partner can facilitate calibration workshops.
5. Feedback and Coaching
Share scores and feedback with agents promptly. Use call clips for coaching. Track improvement over time. Integrate with CRM for context on customer history.
6. Technology Stack
Invest in a platform that supports recording, evaluation, and analytics. Our services include deployment of e DoT AI, contact center, and cloud infrastructure for scalable QA.
Need Help Building Your QA Program?
Our consultants help design, implement, and optimize call center quality assurance.
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