You've decided to start running a Quality Assessment process for your Customer Support team. Awesome! First step: creating a scorecard that works for everyone.
It can be a challenge to set this up, so I wrote a handy guide to help you get started: https://qualityinsupport.com/creating-a-scorecard-that-works-for-your-business/
It can be a challenge to set this up, so I wrote a handy guide to help you get started: https://qualityinsupport.com/creating-a-scorecard-that-works-for-your-business/