Quality calibration
A shared review method for consistent feedback across supervisors and locations.
The working question
Quality scores mean little if reviewers interpret the same interaction differently. Calibration begins by identifying what the standard is intended to protect: accurate answers, respectful treatment, appropriate handling and a clear next action for the customer.
The approach
Select a small set of interactions that expose real judgement calls. Review independently, discuss differences and record the agreed interpretation. Include agent feedback where a standard is difficult to apply in a live conversation. The aim is clarity, not a forced agreement that conceals ambiguity.
The review
Return to disputed criteria after the guidance has been updated. Check whether agents and reviewers can now explain the expectation in the same terms. Keep coaching focused on a behaviour the person can practise, and distinguish individual learning needs from a process that needs redesign.