Calibration

Calibration is the process of ensuring QA evaluators apply quality standards consistently and accurately when scoring customer interactions. Regular calibration sessions align evaluators on scoring standards, reduce variability, and ensure consistent quality assessment across the organization.

Consistency: Calibration ensures all evaluators score interactions consistently, regardless of who evaluates them.

Accuracy: Regular calibration improves scoring accuracy and reduces errors.

Standard Alignment: Calibration aligns evaluators on quality standards and expectations.

Reduced Variability: Calibration reduces scoring variability between evaluators and over time.

Quality Assurance: Calibration ensures QA program maintains high standards and credibility.

Select Sample Interactions: Choose representative interactions that cover various scenarios and complexity levels.

Independent Scoring: Each evaluator scores the same interactions independently without discussion.

Compare Scores: Compare scores across evaluators to identify differences and discrepancies.

Discuss Differences: Review scoring differences, discuss reasoning, and align on correct scores.

Document Standards: Document agreed-upon standards and scoring rationale for future reference.

Regular Sessions: Conduct calibration sessions regularly (weekly or monthly) to maintain consistency.

Include All Evaluators: Include all evaluators in calibration to ensure alignment across the team.

Use Representative Samples: Select interactions that represent typical scenarios and edge cases.

Document Outcomes: Document calibration outcomes and standards for reference.

Follow Up: Follow up on calibration outcomes to ensure continued consistency.

By implementing regular calibration, organizations can ensure consistent, accurate quality assessment and maintain high QA program standards.