Overview
QA Calibration is a structured, collaborative process designed to ensure consistency, fairness, and accuracy in quality assurance (QA) scoring across your customer experience (CX) team. By regularly reviewing the same tickets together, QA managers align on scoring criteria, identify discrepancies, and reinforce a shared understanding of quality expectations.
With QA Calibration, you can:
- Review and score tickets collaboratively to ensure alignment.
- Quickly identify and address discrepancies in evaluations.
- Ensure consistent feedback tone and clarity across your QA team.
- Establish and reinforce a unified vision of "quality."
Key Benefits of QA Calibration
Fair & Consistent Evaluations
Regular calibration ensures all agents are evaluated fairly, regardless of the reviewer, strengthening trust in your QA process.
Objective Scoring
Reduce subjectivity and ensure evaluations are actionable and reliable by aligning all QA reviewers to the same criteria and standards.
Transparent Feedback
Clear alignment on feedback expectations ensures that agents receive consistent, actionable, and unbiased feedback—leading to clearer paths for improvement.
Improved Coaching Outcomes
When scoring is consistent, coaching sessions are more effective, helping agents clearly understand performance expectations and improve over time.
How QA Calibration Works
The HiQ QA Calibration tools support a transparent and effective calibration process through a structured workflow:
1. Review Tickets Together
QA reviewers evaluate the same tickets independently, then compare scores side-by-side.
2. Identify Scoring Discrepancies
Quickly spot differences in scoring to understand why they occurred, discussing specific rubric points to reach consensus.
3. Align Feedback & Scoring
Discuss feedback tone, evaluation criteria, and rubric interpretation, ensuring alignment across the team.
4. Track Deviations & Improvement
The calibration dashboard tracks scoring deviations, highlighting recurring issues and helping QA teams continually improve alignment.
Why Calibration is Critical
Skipping calibration can significantly undermine your QA processes and CX quality:
- Inconsistent Feedback: Without calibration, agents receive conflicting messages depending on the reviewer.
- Subjectivity in Scoring: Evaluations become subjective, difficult to act on, and may introduce reviewer biases.
- Reduced Trust: Inconsistent QA scoring can erode trust among agents, making it harder to drive meaningful improvement.
Calibration ensures evaluations remain objective, actionable, and trustworthy—critical elements of a high-performing CX organization.