Page 41 - Email Support Playbook

Key Categories in Auditing Report

As we develop the case auditing process it is important to keep in mind that the expectations
within these categories may change. It is always best to review the „Call Coaching
Definitions and Scorecard‟ document in content to ensure you are working with the current
rubric.

 Case Handling & Professionalism

 Product Knowledge

 Inquiry Resolution

 Procedural Requirements

Scorecard

QA represents a large portion of the scorecard. It is our goal to provide the best service
possible to our dealers which is why this section is heavily weighted.
The monthly QA audit score represents one of three sub-divisions in the quality section of the
scorecard.
Your supervisor or manager will be sharing your scorecard with you on a monthly basis. That
will be your opportunity to review your scores and ask your supervisor or manager for any
further details on scoring.