Is Your QA Scorecard Making Your CSAT Worse? | Diagnostic

When doing it right and doing it well are two different things, your scorecard has a design problem.

This is a diagnostic workbook for contact centre leaders who suspect their internal quality framework is rewarding the wrong things and that their best agents know it.

When your highest-performing agents by CSAT are mid-table on QA, your scorecard is not measuring performance; it is measuring conformity. This 45-60 minute solo diagnostic will help you separate genuine resolution quality from rigid compliance traps.

What You Will Discover:

• Whether your QA criteria measure compliance or actual customer outcomes

• How a well-intentioned scorecard creates the behaviour it was designed to prevent

• The gap between what your QA scores reward and what your customers actually value

• A clear next step: redesign the scorecard or redesign what it measures

The Bottom Line:

Your highest-quality agents will not stay in a system that marks them down for doing good work. Calculate your QA/CSAT Paradox Risk Score and align your internal metrics with the outcomes your customers actually care about.