QA Coverage Playbook
Applies a structured QA rubric to every conversation to replace sample-based quality assurance. Scores script adherence, empathy, policy compliance, and call handling standards at scale.
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Deploy this kit stack into your workspace. Customize bricks, scoring, and outputs to match your team.
Without this playbook
Most teams handle qa coverage through scattered call reviews, manager opinion, and isolated examples. Without a shared operational definition, the signals stay inconsistent and difficult to act on across volume.
With this playbook
A shared, repeatable lens for qa coverage - with structured outputs you can route into coaching, reporting, and workflow automation. Every conversation produces evidence, not just opinions.
Built for
QA managers, compliance officers, and operations leads
When teams use it
- Automated QA scoring at full coverage
- Compliance audit preparation
- Exception and escalation routing
The operational stack
2 kits behind this playbook
Sample-based QA catches problems after they have already scaled. This stack replaces sampling with full coverage across three dimensions: the core QA rubric that scores overall call quality and handling, script adherence that flags deviations from approved talk tracks, and empathy and tone scoring that catches the human side of service delivery. Running all three on every conversation means QA teams review exceptions, not random samples.
QA Scoring Kit
4 bricks
Applies the core QA rubric covering quality, adherence, and call flow.
Included bricks
Review this kitScript Adherence Present
BooleanDetects whether the rep delivers all required script elements in the correct sequence with substance-equivalent content.
Policy Compliance Present
BooleanDetects whether all required policy compliance behaviours were explicitly demonstrated during the conversation.
Empathy And Tone Score
ScoreScores the emotional quality and supportiveness of the rep's communication - based on language that acknowledges the customer's situation, validates their experience, and maintains a constructive tone.
Call Standard Rubric Score
ScoreScores overall call quality against the defined QA rubric dimensions.
Script Adherence Kit
4 bricks
Detects deviations from approved scripts.
Included bricks
Review this kitApproved Script Present
BooleanDetects whether the approved call script elements were followed by the rep.
Deviation Present
BooleanDetects whether the rep deviates from the approved script by omitting required elements, delivering them out of sequence, or using non-equivalent content.
Script Segment Type
CategoryClassifies which phase of the standard call structure a given segment belongs to - opening, discovery, value, objection, closing, or other.
Script Completeness Score
ScoreScores how completely the required script elements were delivered, proportionally penalising missing or misordered sections.
Knowledge base
Supporting materials
The kits in this playbook work best when backed by reference materials that ground the evaluation. Upload these into your workspace knowledge base to improve accuracy and relevance.
Learn more about Knowledge BasesQA scoring rubrics and evaluation criteria
Approved call scripts and talk tracks by scenario type
Empathy and tone guidelines and training materials
Call handling procedures and escalation protocols
QA calibration session documentation and scoring benchmarks
Structured output
What you get back
Every conversation processed through this stack produces a structured JSON object. Each brick contributes a typed field - booleans, scores, categories, or string lists - that you can route, aggregate, and report on.
Example output shape
{
"script_adherence_present": true,
"policy_compliance_present": true,
"empathy_and_tone_score": 7,
"call_standard_rubric_score": 7,
"approved_script_present": true,
"deviation_present": true,
"script_segment_type": "Strong",
"script_completeness_score": 7
}In practice
How teams use these outputs
The structured outputs from this stack integrate into your existing workflows. Use them wherever you need repeatable, evidence-based signal from conversations.
Automated QA scoring at full coverage
Compliance audit preparation
Exception and escalation routing
Agent performance reporting
Get started
Deploy this playbook in your workspace
Customizing creates a workspace-owned draft with this playbook's full kit stack. Adjust bricks, scoring, and outputs to fit your team, then publish when ready.