How to improve call center QA scores without sounding scripted

My QA score improved when I stopped treating the scorecard like a script. I used to force every required phrase into the call and it sounded stiff. The better approach was to hit the intent behind each line: verify the account cleanly, state the action, set the timeline, and confirm the customer understood it. One coach told me to write my own short version of each required point. That helped mor…