SNAPMART - OB Quality Assurance Evaluation Form

OB Quality Assurance Evaluation Form

Customer service' quality assurance evaluation form
Evaluation date*

MonthDayYear
Date
Transaction date*

MonthDayYear
Date
QA*
Agent name*
Ticket number*
Order number*
Case Reason*
Success criteria:

Soft skills*

Rows	YES	NO	REMARK
Did the agent use the customer's first name?

Score

Resolution*

Rows	YES	NO	NA	REMARK
Did the agent adhere to the ticket resolution lead time of 15 mins?

Score

Process*

Rows	YES	NO	NA	REMARK
Did the agent indicate the correct list of item/s?
Did the agent indicate the correct amount and/or date for an item?
Did the agent indicate the final amount in OMS/Email?
Did the agent select the correct category in Sales Force?
Did the agent place notes in OMS using the correct comment template?
Did the agent completed accurate order details? (Order number, refund and payment details and etc.)

Score
Overall QA score
Overall observations:
What did the agent do well?
What can the agent do differently?
Email*
Should be Empty: