GlossaryQA & Quality
QA Score / IQS (Internal Quality Score)
A reviewer's rating of a handled interaction against a defined rubric of quality behaviours.
Formula
IQS = mean rubric score across the reviewed sampleA QA or Internal Quality Score is what you get when a reviewer grades a sample of real conversations against a scorecard — accuracy, tone, process, resolution — and rolls it into a percentage. Unlike CSAT, it reflects what the team can control rather than how the customer felt.
It is typically the mean score across reviewed tickets, per agent or per team.
What it hides: a QA score is only as trustworthy as its rubric and its reviewers. Without calibration, two reviewers grade the same ticket differently, and the number measures the reviewer as much as the rep. Small samples also make individual scores noisy — one bad ticket can swing a rep's month.