---
name: "bpo-vendor-quality-ops"
description: "Use when an outsourced support vendor handles your customers: audit the queue, score the sample, calibrate the vendor, and lift capability with evidence."
triggers: ["outsourced vendor audit", "BPO scorecard", "calibrate the vendor", "score the vendor sample", "outsourced tier quality", "vendor performance plan", "re-audit the vendor"]
version: "1"
---
# 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.