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Fiverr Pro
English
$
USD
I will audit customer support calls with QA scores and feedback
SAAS, CUSTOMER SUCCESS, QUALITY ASSURANCE, OPERATIONS, SALES
Customer Success, Quality Assurance, Operations, and Sales professional with 10+ years of experience across SaaS, fintech, technology, customer support, account management, and B2B sales environments....
About this Gig
Find gaps in your customer support calls through evidence-based QA scores and practical feedback. I review English recordings against your supplied policies and turn the findings into clear coaching priorities.
Basic: 10 calls with individual scores, feedback and a summary report. Standard: 25 calls plus a tailored QA scorecard and recurring issue summary. Premium: 50 calls plus root-cause observations and an improvement plan. Each call can be up to 10 minutes.
You receive an editable score sheet and written report, with one clarification/correction round for the same batch and agreed rubric. Consulting hours (3/7/14) cover asynchronous review and reporting; no live session is included.
Supply recordings you are authorized to share, your QA rubric, scripts and approved policies. Remove unnecessary personal and payment data. Findings apply to the supplied sample; this is not legal certification or a guarantee of performance.
See the fictional scored-call example in my gallery. Message me for longer calls or a custom scope.
Service type:
Customer Care Strategy Development
Industry:
Financial services & business
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Services
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Technology
Other Customer Service Services I Offer
FAQ
Can you use our existing QA scorecard?
Yes. Supply your rubric and rating definitions. Basic uses your rubric or a standard rubric; Standard and Premium include tailoring to your approved policies.
Are consulting hours live calls with you?
No. The 3/7/14 hours are allocated to asynchronous recording review and reporting for the 10/25/50-call packages. Live sessions and ongoing agent staffing are not included.
What does the gallery sample represent?
It is an original demonstration with a fictional call excerpt and sample policy. It shows the scoring and coaching format, not a past client engagement or claimed result.
What does a revision cover?
One clarification/correction round for the same recordings and agreed rubric. New recordings or a materially different rubric need a separate scope.
Do you need access to our phone system?
No. Provide authorized recordings through Fiverr and remove unnecessary personal and payment information. Do not share passwords. Each recording can be up to 10 minutes unless a custom scope is agreed.
