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.
Join us to learn a practical framework for redesigning contact center QA around the behaviors that drive better customer experiences, stronger retention, and better business outcomes.
Thursday, Oct. 22, 2026 • 7:00 AM PT / 10:00 AM ET
John Ortiz
AI & Voice Analytics Consultant | MiaRec
Jordan Zivoder
Quantitative Research Lead & Analyst, CMP
Save my Seat
Free • Live Q&A • Recording sent to all registrants
What We Will Cover
We will 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.