QA scorecards • Ticket audits • Call monitoring • Coaching insights
Improve customer support quality with structured QA and reporting.
ZBA Specialists Ltd helps businesses strengthen customer support performance through quality monitoring, consistent scoring, actionable feedback, and continuous improvement reporting.
Consistent scoringClear QA scorecards
Actionable feedbackCoaching-ready insights
Better CSATImprove customer experience
What our QA outputs look like
Illustrative examples of common deliverables (no client data shared).
Scorecard
Customer support QA scorecard
- Greeting & tone
- Accuracy & policy adherence
- Resolution quality
- Empathy & ownership
Audit
Ticket & call audit notes
- What went well
- Missed steps / knowledge gaps
- Suggested improvements
- Coaching points
Report
QA trends report
- Top defects and frequencies
- Team/agent scoring trends
- Action plan recommendations
- Process improvement insights
Case study examples
Representative case studies showing approach and impact (anonymised).
Ticket QA
Email & chat quality improvement
Implemented a consistent ticket QA process and weekly reporting to improve resolution quality and tone.
- Delivered: QA scorecard + audit workflow + weekly report
- Focus: accuracy, clarity, empathy, and next-step guidance
- Outcome: clearer coaching priorities and fewer repeat contacts
Call QA
Call monitoring & coaching insights
Rolled out call monitoring standards and defect analysis to improve customer experience and compliance.
- Delivered: call QA rubric + calibration sessions + reporting
- Focus: compliance, ownership language, escalation handling
- Outcome: improved consistency across agents