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ON-DEMAND WEBINAR

How to Build an Outcome-Driven QA Scorecard

If an agent scores 100% on your QA scorecard, did they actually deliver the outcome you wanted? The customer may still be frustrated, the issue may remain unresolved, or the interaction may create churn risk - yet the QA team has little to coach on. 

Watch this session to learn a practical framework for redesigning contact center QA around the behaviors that drive better customer experiences, stronger retention, and better business outcomes.

JohnOrtiz

John Ortiz

AI & Voice Analytics Consultant | MiaRec

Jordan_Zivoder

Jordan Zivoder

Quantitative Research Lead & Analyst, CMP

Access On-Demand Webinar

Recorded on October, 22, 2026

What Is Covered

We show how one sales organization rebuilt their scorecard from the business outcome backward, and took it from 55 questions to six behaviors that map to how deals are won.

You will learn:

  • A framework for tracing every QA criterion back to a business outcome

  • A before-and-after teardown of a real 55-question scorecard

  • The difference between scoring whether a behavior happened and whether it was done well

  • A six-question audit you can run on your own scorecard next week

What You'l Leave With

Understanding where to coach, not just what to score, to improve business results.
 
Organized around the stages of the conversation, the QA score stops being a grade and starts pointing at the behavior to work on.  

Stage-level QA scores from one agent's month
Greeting96%
 
Expectation setting91%
 
Discovery63%
 
Presenting78%
 
Objection handling59%
 
Closing88%
 
Overall 84% — but the coaching conversation now starts with Discovery and Objection Handling.

 

Hear from John: A Sneak Peek at Our Webinar

Rebuild Your QA Scorecard Around Business Outcomes