Leadership & QA
QA Scorecards & Reviews
Understand how quality is measured and deliver to the standard.
Level: Intermediate•Duration: 2–3 hours•Status: Coming Soon
What you'll learn
✓How QA scorecards are structured
✓What metrics are scored (accuracy, tone, speed, compliance)
✓How to read your own metrics and improve
✓What a bad score means and how to recover
Why this matters
QA scores determine promotions and bonuses. Operators who understand scoring level up faster.
Core frameworks & concepts
The Scorecard Pyramid: Compliance (non-negotiable) → Accuracy → Speed → Customer Satisfaction
Common mistakes to avoid
âš Ignoring feedback
âš Assuming speed is the only metric that matters
âš Not understanding why a score was low
What you can do after completion
Understand quality standards. Self-evaluate tickets. Hit scorecard targets consistently.
Part of these career paths
This module is coming soon. Check back later for enrollment details.