TRAINING SCORECARD EXAMPLES
I. Competency-based/Values-driven Scorecard (Transparency, Hard Work, Excellence)
Rating Scale (1–
Competency Criteria Notes/Examples
5)
Integrity Demonstrates honesty in responses, follows training rules, admits when unsure. 12345
Accountability Takes responsibility for participation, completes activities as instructed. 12345
Communication Speaks clearly, uses appropriate tone/language, listens actively to peers/trainers. 12345
Reliability Arrives on time, stays attentive throughout, follows instructions consistently. 12345
Initiative Volunteers to participate, asks questions, goes beyond minimum requirements. 12345
Accepts feedback constructively, adjusts approach when new information is
Adaptability 12345
introduced.
Quality of Work Produces accurate outputs during roleplays, system navigation, or practice tasks. 12345
Problem-Solving Handles scenario-based exercises logically, demonstrates sound judgment. 12345
Suggests creative ideas, alternative solutions, or new ways to handle customer
Innovation 12345
issues.
Legend:
1 – Needs Improvement | 2 – Fair | 3 – Meets Expectations | 4 – Strong | 5 – Excellent
Passing Score : 27 | Max Score : 45
II. Performance Based
Score
Area of Observation Description Weight Scoring Method Notes
(x/100)
Attendance & On-time log-ins, full participation each training % of sessions attended ×
20%
Punctuality day. weight
Quizzes & Knowledge
Scores from daily/weekly quizzes, short tests. 25% Average quiz score × weight
Checks
Engagement in discussions, group work, roleplay Trainer observation (1–5 scale
Class Participation 15%
involvement. × weight)
Demonstration of call flow, empathy, product Rubric-based mock call
Mock Calls / Roleplays 30%
knowledge, problem-solving. evaluation × weight
Final Assessment / End-of-training evaluation combining all learned
10% Final test/roleplay × weight
Capstone skills.
Total Weighted Score = Attendance + Quizzes + Participation + Mock Calls + Final Assessment
Passing Benchmark (example): 75% minimum
