Download the sample quality scorecard ↓
Start with critical behaviors
Identify the behaviors that must be right on every reviewed interaction. These can include using the approved introduction, completing required identity checks, respecting preferences and staying within the agent’s scope. A critical issue should be handled under the client’s incident and escalation process rather than hidden inside an average quality score.
Distinguish activity from an outcome
Calls attempted, people reached, authenticated conversations and completed requests are different measures. A handoff is not complete merely because a message was sent. For supplier work, separate a patient request from an approved order and actual fulfillment. For pharmacy support, separate the refill request from dispensing and pickup or delivery.
Choose a review sample and show its limits
Agree on the sampling method, reviewer role and review cadence. Inspect critical exceptions separately. State how many interactions were reviewed and whether the sample was random, risk-based or selected for coaching. A sample result should not be presented as an audit of every call unless that complete review actually occurred.
Make the scorecard useful to the manager
Connect each issue to a record, an owner and a corrective next step. Watch for repeated documentation gaps, rejected drafts and handoffs that remain unacknowledged. Use the findings to improve training and workflow design. Publish client case results only when the source data, period, definitions and permission are available.
Common questions
Does a sample scorecard prove current performance?
No. This is a framework for review. Actual performance claims require real measured results with defined cohorts and periods.
What belongs in a service-level agreement?
The agreed measure, target, schedule, data source, owner, reporting cadence and response to a missed commitment. Targets should reflect the work and capacity that will actually be delivered.
About this resource
Prepared by GoHealth 360. Operational framework updated October 27, 2026. Adapt the framework to your organization’s approved roles, systems and service requirements.
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