Most QA programs don't fail because the team is lazy.
They fail because nobody ever checked the program itself.
This checklist is for QA managers and call center managers who want to audit their QA from top to bottom. Use it once a quarter, or before you buy any QA software.
Copy it, mark each line yes or no, and fix the no's first.
1. The QA form
- ☐ Every question ties to something the customer or the business actually cares about.
- ☐ Each question has one clear meaning. Two analysts would read it the same way.
- ☐ Yes/no questions are used where the answer really is yes or no.
- ☐ Compliance items (disclosures, verification, required scripts) are separated from soft skills.
- ☐ Auto-fail items are rare, written down, and agreed on by leadership.
- ☐ The form scores what the agent did, not just whether they said certain words.
- ☐ You've removed questions that everyone passes every time and that tell you nothing.
If you're not sure your form passes, run it through the free QA form analyzer. For what a good scorecard looks like, listen to what makes an effective QA scorecard.
2. Sampling
- ☐ You know how many calls per agent per month you score, and why.
- ☐ Long calls, transfers and escalations aren't quietly skipped.
- ☐ Calls are pulled at random, not picked by the analyst.
- ☐ New hires get more reviews than tenured agents.
- ☐ You can explain to an agent why their sample is fair.
Not sure what number to use? Start with how many QA evaluations per agent.
3. Calibration
- ☐ Analysts, supervisors and (sometimes) agents score the same calls on a set schedule.
- ☐ You track how far apart the scores are, question by question.
- ☐ Questions that keep causing disagreement get rewritten, not argued about every month.
- ☐ Calibration decisions are written down so new analysts learn them.
Here's how Tom runs it: how to run a QA calibration session.
4. Coaching
- ☐ Every evaluation leads to a conversation, not just a score in a report.
- ☐ Coaching focuses on one or two behaviors at a time.
- ☐ Agents can hear the call and see the notes before the session.
- ☐ You follow up to see whether the behavior actually changed.
- ☐ Wins get coached too, not only misses.
More on this: how to coach call center agents.
5. Reporting
- ☐ You report trends by question, not just an overall QA score.
- ☐ Leaders see which behaviors are improving and which aren't.
- ☐ QA results are compared with outcomes you already track, like complaints or CSAT.
- ☐ Agents can see their own results without asking.
6. Disputes and trust
- ☐ Agents have a simple way to dispute a score.
- ☐ Disputes are reviewed by someone other than the original analyst.
- ☐ You track how many disputes are upheld. A lot of upheld disputes means the form or the analyst needs work.
7. Compliance and data
- ☐ Card numbers, personal data and health data are masked in recordings, evaluations and reports.
- ☐ You know where your QA data is stored and how long it's kept.
- ☐ Your QA vendor will share security documents your compliance team asks for.
8. QA software (if you're buying)
Use this part before you sign anything.
- ☐ It scores calls against your QA form, not a generic one.
- ☐ You can calibrate it on calls your team already scored.
- ☐ You can test it on your own calls before you commit.
- ☐ It works with your contact center platform and CRM.
- ☐ Analysts can review and override an AI score.
- ☐ You get clear answers on security: PCI, HIPAA, SOC 2 status, and where data is hosted.
- ☐ Pricing is written down, including setup.
How OttoQA fits this checklist
OttoQA scores your calls against your own QA form. We calibrate on 10-20 calls your team has already scored, and setup takes about 2 weeks.
Then we run a proof of concept on 200-500 of your own calls, so you can compare the results against your analysts. It's covered by the $1,000 one-time setup.
OttoQA is PCI compliant (the AOC is available on request), will sign your HIPAA BAA, and has SOC 2 in process. Hosting is US-only. Details are on the security page and the pricing page.
Want to see it on your form? Book a demo.
Frequently asked questions
What should a call center quality assurance checklist include?
The QA form, sampling, calibration, coaching, reporting, disputes, data handling and, if you're buying, the QA software itself.
How often should we run this checklist?
Once a quarter works for most teams, and always before you change your form or buy a QA tool.
Is this the same as a QA form?
No. A QA form scores one call. This checklist audits the whole QA program, including the form.
Can AI QA software replace this checklist?
No. Software can score more calls, but you still need a good form, calibration and coaching. The checklist is how you check those.
About the author
Tom Laird is the founder of OttoQA and CEO of Expivia, with about 30 years in contact centers. He hosts the Advice from a Call Center Geek podcast. Connect with Tom on LinkedIn.