Score the intake record and handoff—not just how the conversation sounded.

Review the original conversation, structured fields, summary, disposition, timestamps, and downstream task together. A polished call can still create rework if the phone number is wrong, a required field is missing, or the promised next step has no owner. A complete record can still require coaching if the caller was interrupted or an escalation cue was missed.

Use pass, needs correction, not applicable, and unable to verify instead of forcing a numeric score when evidence is missing. The firm can identify critical items, but it should document why they are critical and who approved them.

A useful sample includes new inquiries, existing clients, providers, adjusters, vendors, incomplete conversations, transfers, bookings, callback requests, and needs-review outcomes. Include business-hours, after-hours, overflow, and supported language paths when those workflows differ.

Do not review only completed intakes or high-performing staff. Include exceptions and unresolved records, then note the sampling method and period so the result is not mistaken for a universal quality rate.

Correct the individual record when a field, summary, disposition, or task is wrong. Open a workflow issue when the same failure appears across records or when the approved script, routing rule, interface, or training material is ambiguous. Assign both kinds of correction an owner and closure evidence.

Have two reviewers independently score the same small set, discuss disagreements, and update the scoring notes. Repeat calibration whenever the script, required fields, escalation rules, routing destinations, or supported channels change. Quality assurance should produce a clearer standard, not an unexplained score.