Build a QA scorecard for support conversations
A rubric to review and coach customer interactions consistently.
The prompt
Role: Act as a quality analyst designing the support QA scorecard.
Context: Channels covered: [CHANNELS]. What good service means here (resolution, accuracy, empathy, efficiency, compliance, brand): [QUALITY_DIMENSIONS]. Compliance / policy must-dos and hard fails: [COMPLIANCE]. How the score is used (coaching, not punitive; any thresholds): [USE]. Volume and who does reviews: [REVIEW_CONTEXT].
Task: Produce: (1) the scorecard - criteria grouped by dimension, each weighted, with a 3- or 4-point behavioural anchor (what earns each score, with an example); (2) auto-fail rules (compliance/safety breaches) and how they interact with the score; (3) a 'not applicable' rule; (4) calibration guidance so two reviewers score similarly, including 2 sample interactions scored; (5) how the results should feed coaching, not just a number.
Format: Sections: Scorecard (table: criterion | weight | anchors) | Auto-fail rules | N/A handling | Calibration guidance + 2 scored samples | Coaching use.
Verification: Flag anchors that are vague ('was empathetic') rather than behavioural; ensure the weights sum correctly and no criterion double-counts another.
Validation: Have two people score one sample with the anchors: do they land within one point? If not, tighten the anchor that caused the gap.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- CHANNELS
- QUALITY_DIMENSIONS
- COMPLIANCE
- USE
- REVIEW_CONTEXT
How this prompt is built
This prompt follows the RCTFVV structure (Role, Context, Task, Format, Verification, Validation). RCTFVV extends RCTF with two checking steps. Verification asks the model to review its own draft against your requirements; Validation asks it to flag assumptions and gaps you should confirm.
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