Call Centre QA KPIs That Are Worth a Weekly Meeting

A QA dashboard that shows twenty charts is a place numbers go to be ignored. These are the measures that earn a weekly conversation.

Quality score

The weighted scorecard result. Report the distribution, not only the average. An average of 88 made of a pile of 100s and a pile of 60s is a different floor from a tight band around 88. Read what a good QA score is before you paint a target on the wall.

Compliance score

Kept separate. The number of interactions that failed a legal or policy line, and which line. This is the chart a compliance officer will actually ask for. It should be able to move when the quality score does not.

Fatal rate

Count of fatal errors per 100 evaluations, by criterion. A rising fatal rate on one line is a process or a script problem, not an “agent quality” problem.

Coverage

Evaluations completed against the sample design you wrote down. “We did 400 forms” is meaningless if the design said every agent, every week, plus every complaint. See how many calls to review.

Calibration agreement

The share of critical lines where two analysts agreed on a blind rescore. If this is not on the pack, the other numbers are softer than they look.

Coaching closure and movement

Sessions completed on time, and the score on the coached criteria in the following evaluations. Activity (“we coached 40 people”) is not coaching ROI.

Leave these out of the weekly QA meeting

Average handle time, occupancy and schedule adherence belong to workforce management. They matter. They are not quality. Pulling them into the QA meeting trains agents to rush the disclosure so the AHT chart looks green.

CSAT sits beside QA, not inside it. Report it. Do not average it into the quality score.

One page, six numbers, the three criteria that moved this week. That is a QA pack.