Templates
Customer Service
Outsourcing & BPO
Service Quality Audit Form

Service Quality Audit Form

Audit support interactions against quality criteria — by agent, channel and score — so service standards stay high and consistent.

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Description

A service quality audit form gives QA teams a consistent way to score support interactions against your standards. In a contact center or BPO, quality is what clients pay for, so reviewing calls and chats against set criteria — and recording the score, the agent and any follow-up — turns quality assurance into measurable, improvable data.

It captures the ticket or conversation ID and the agent’s name, the interaction quality criteria and the customer service channel, and the auditor and review date. Comments, an overall interaction score, whether follow-up was required with the recommended action, and a signature complete a documented audit.

Customize the criteria and fields to match your standards, restyle it in your brand colors, and embed it on your intranet so audits are captured consistently.

Form fields

Everything the Service Quality Audit Form above collects — 12 fields, so you can see exactly what it captures before you make it your own.

Internal Quality Assurance Checklist Form

Ticket or Conversation ID
Short Answer
Agent’s Name
Name
Interaction Quality Criteria
Single-Select
Customer Service Channel
Short Answer
Auditor Name
Name
Date of Review
Date
Comments or Observations
Long Answer
Overall Interaction Score
Scale
Was follow-up required?
Yes/No
What follow-up action was recommended?
Long Answer
Confirmation
Multi-Select
Auditor Signature
Short Answer

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Template FAQs

Common questions about the Service Quality Audit Form — what it captures, when to use it, and how to make it your own.

What is a service quality audit form?

It’s a form QA teams use to review a support interaction against quality standards. It captures the agent, channel, criteria and score, so you can measure service quality consistently, coach agents on specifics and prove standards to clients — rather than assessing calls by gut feel.

What does the form capture?

The ticket or conversation ID and the agent’s name, the interaction quality criteria and the customer service channel, and the auditor and review date. Comments, an overall score, whether follow-up was required with the recommended action, and a signature complete it.

When would it be used?

As part of regular quality assurance — reviewing a sample of each agent’s interactions on a set cadence. Auditing consistently builds a performance record per agent and channel, so coaching is grounded in evidence and service standards can be tracked and proven over time.

Who is this form for?

Quality assurance teams, team leads and BPO or contact-center managers, and the agents whose work is reviewed. It suits any support operation that measures and coaches service quality and wants audits captured consistently, comparable across agents and channels.

Why score against set criteria?

Scoring every interaction on the same criteria makes quality objective and comparable, rather than one reviewer’s impression. It shows exactly where an agent excels or needs support, makes coaching specific and fair, and gives you data to prove and improve service standards.

Is this form free to use?

Yes, it’s free. Create a Fun Forms account, customize the criteria and fields to match your standards, restyle it to your brand colors, and embed it on your intranet with no coding. Audits then collect in one place, consistent and ready to coach from.

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