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What is a quality assurance SOP for customer support?
March 6, 2026·2 min read·SOPs by Role and Use Case
A quality assurance SOP for customer support defines how managers review support interactions, what criteria they evaluate (response time, accuracy, tone, resolution), how scores are calculated, and what happens with the results. It standardizes the QA process so every reviewer grades consistently, and every rep knows exactly what "good" looks like.
What does a support QA SOP include?
| Section | Content |
|---|---|
| Review frequency | How many tickets per rep per week (e.g., 5 tickets/rep/week) |
| Selection criteria | Random sample, flagged tickets, or first-contact-resolution failures |
| Scoring rubric | Criteria and point values for each evaluation category |
| Feedback process | How and when scores are shared with reps |
| Calibration sessions | Regular meetings where reviewers align on scoring standards |
| Action thresholds | What score triggers coaching, retraining, or escalation |
What criteria should the rubric cover?
| Criteria | Weight | What to Evaluate |
|---|---|---|
| Accuracy | 30% | Was the answer correct? Was the right process followed? |
| Tone and empathy | 20% | Was the communication professional and empathetic? |
| First-contact resolution | 20% | Was the issue resolved without requiring follow-up? |
| Response time | 15% | Did the rep respond within the SLA? |
| Documentation | 15% | Were notes, tags, and ticket fields filled correctly? |
How do you document the QA workflow?
Record the QA review process in your ticketing system using Glyde — pull up a ticket, walk through the scoring rubric, enter the evaluation, and submit feedback. The generated guide becomes the training material for new QA reviewers, ensuring every reviewer follows the same process.
This answer is part of our guide to SOPs by role and use case.