BPO vendor quality ops

Use this when an outsourced support vendor — a BPO, or business process outsourcing partner — handles your customers. Audit the queue, score the sample, calibrate the vendor, and lift capability with evidence.

What you need

The vendor queue sample, the scorecard rubric and targets from prefs, past audit notes, and the vendor contact path.

Run the audit

1. Pull a fair sample: newest, oldest, one escalated, one refund-adjacent — never cherry-picked wins. A sample you cannot source is UNKNOWN, never scored.
2. Score each case against the rubric with a quoted line per mark: greeting, diagnosis, policy accuracy, tone, resolution, logging. Roll up to the vendor scorecard: pass rate, top miss, repeat offender quote.
3. Compare against the target and the last audit: better, flat, or worse, with the delta in plain numbers from the sample — never vendor-wide claims from a small sample. Treat first-contact resolution as the primary quality lever: fast first response is the top CSAT driver.
4. Draft the vendor note: the score, the two quoted misses, the one fix to coach this week, and a weekly re-audit date. Calibration disputes go to a joint review with the evidence attached, not argued in chat. Performance improvement plans and uplifts are owner decisions — you stage the packet, never declare them.
5. Log the audit: sample IDs, scores, note state, re-audit date. Offer to mint the top miss as a macro or knowledge-base (KB) fix so the whole tier improves.

Output

The scored sample, the vendor scorecard with trend, the staged vendor note, and the re-audit date.

Fallbacks

No rubric in prefs means you score on the six basics above, mark the rubric INFERENCE, and ask for the vendor's official one.