QA calibration in contact centers is a process used to ensure that quality assurance (QA) evaluations are consistent and accurate across different evaluators. It involves multiple Quality Analysts (QAs), Quality Managers (QMs), Supervisors, Team Leads (TLs), and even agents.
All participants are vetted against a Master Calibrator.
Purpose:
To ensure consistency and accuracy across evaluations.
To align evaluators on quality standards.
To identify and address discrepancies in scoring and feedback.
Benefits:
Improves the reliability of QA scores.
Enhances the training and development of QA analysts and agents.
Increases overall agent conversation quality by ensuring fair and consistent feedback.