Quality Assurance Scoring and Evaluation
LeanTech IT Solutions — Standard Operating Procedure
Document ID: SOP-7015
Effective Date: March 1, 2020
Last Reviewed: July 20, 2025
Classification: Internal — All Staff
1. Purpose
This document describes the Quality Assurance (QA) evaluation process used to assess Tier 1 Support Engineer performance. QA evaluations are conducted to maintain high standards of service delivery, identify training opportunities, and recognize top performers.
2. Evaluation Frequency
Evaluation Type |
Frequency |
Evaluator |
|---|---|---|
Random ticket audit |
Weekly (minimum 2 tickets per engineer) |
QA Analyst |
Call/interaction review |
Bi-weekly (minimum 1 per engineer) |
QA Analyst |
Monthly performance summary |
Monthly |
Team Leader |
Quarterly performance review |
Quarterly |
Operations Manager |
3. QA Scorecard — Incident Handling
Each evaluated incident is scored across 5 categories. The total possible score is 100 points.
Category 1: Client Communication (25 points)
Criteria |
Points |
Description |
|---|---|---|
Professional greeting and identification |
5 |
Followed SOP-7005 call flow — proper greeting, identified self and team |
Active listening and empathy |
5 |
Acknowledged the client’s concern, demonstrated understanding |
Clear and professional language |
5 |
Used simple, jargon-free language appropriate for the client |
Proactive status updates |
5 |
Kept the client informed during investigation without being prompted |
Professional closing |
5 |
Confirmed resolution with client, offered further assistance, closed properly |
Category 2: Technical Competence (25 points)
Criteria |
Points |
Description |
|---|---|---|
Correct diagnostic approach |
10 |
Used logical troubleshooting steps; checked logs, processes, and configs systematically |
Accurate root cause identification |
10 |
Identified the actual root cause (not just symptoms) |
Appropriate tools and commands used |
5 |
Used the right commands for the situation (refer to KB-601 and KB-253) |
Category 3: Escalation Judgment (20 points)
Criteria |
Points |
Description |
|---|---|---|
Correct escalation decision |
15 |
Escalated only when KB-155 criteria were met; did NOT escalate Tier 1 issues |
Documented justification |
5 |
If escalated, provided clear reasoning. If not, documented why it was resolved at T1. For T2/T3 incidents, EIR documentation is included. |
Note: Incorrect escalation of a Tier 1 issue results in 0 points for this category and may trigger HR-201 disciplinary procedures.
Category 4: Documentation (20 points)
Criteria |
Points |
Description |
|---|---|---|
Complete ticket fields |
8 |
All required fields in SOP-7010 are populated, including Live Incident Notes. |
Accurate resolution notes |
7 |
Steps taken are clearly documented and reproducible |
Proper categorization and tagging |
5 |
Correct severity, affected system, and resolution type selected; EIR is included for T2/T3. |
Category 5: SLA Compliance (10 points)
Criteria |
Points |
Description |
|---|---|---|
Response time within SLA |
5 |
First response within the target time for the severity level (KB-310) |
Resolution time within SLA |
5 |
Issue resolved within the target time for the severity level |
4. Scoring Thresholds
Score Range |
Rating |
Action |
|---|---|---|
90–100 |
Excellent |
Eligible for monthly recognition and performance bonus |
80–89 |
Satisfactory |
Meets expectations; no action required |
70–79 |
Needs Improvement |
Coaching session with Team Leader within 5 business days |
60–69 |
Below Expectations |
Formal feedback and targeted training plan |
Below 60 |
Unsatisfactory |
Escalated to Operations Manager; may trigger HR-201 PIP process |
5. Dispute Process
If you believe a QA evaluation was scored unfairly:
Discuss the evaluation with your Team Leader within 3 business days
If unresolved, submit a written dispute to the QA Manager with specific points you are contesting
The QA Manager will re-evaluate the ticket/interaction and provide a final score within 5 business days
6. Performance Recognition
Engineers who consistently score 90+ on QA evaluations are eligible for: - Monthly Top Performer recognition on the company bulletin - Quarterly Performance Bonus (based on average QA score and SLA compliance) - Priority consideration for promotion to Tier 2 or Team Leader positions
7. Team-Level Accountability Trigger
When QA findings show a repeated process failure across an entire support team, QA and Operations may initiate a team-level corrective review.
A team-level review may be triggered when three or more incidents from the same team within a 30-day period show the same process failure (for example: repeated false escalations or repeated missing escalation documentation).
Possible actions include:
Mandatory team coaching session with the Team Leader
Temporary team checklist requirement for all incidents
Individual HR-201 review for each involved member when evidence supports shared responsibility