Overview
Calibration Sessions are structured meetings where QA managers and reviewers align on scoring criteria to ensure fair, consistent evaluations. By collaboratively reviewing the same tickets, comparing scores side-by-side, and discussing rubric interpretations, teams build a shared understanding of what “quality” looks like—preventing drift, reducing bias, and strengthening coaching.
With Calibration Sessions, you can:
- Standardize evaluator scoring across your QA team.
- Identify and correct scoring discrepancies in real time.
- Align on feedback tone, rubric definitions, and expectations.
- Surface systemic scoring patterns for targeted training.
Key Benefits of Calibration Sessions
- Fair & Consistent Reviews
Establishes trust in the QA process by ensuring every agent is evaluated against the same standards—no matter who’s reviewing. - Bias Detection & Correction
Spot and discuss outlier scores, uncover unconscious biases, and recalibrate your rubric to reflect real-world scenarios. - Improved Coaching & Development
Leverage aggregated deviation data to tailor coaching sessions, focusing on the rubric items that cause the most variance. - Data-Backed Alignment
Foster transparent collaboration among reviewers, anchored in objective score comparisons rather than subjective debate.
How to Access the Calibration Session View
- Navigate to the Dashboard in your HiQ application.
- Scroll down the dashboard till you locate "QA Calibration Sessions" from the right hand side menus
- Open an existing session, by clicking "View All" then selecting which session
Create a new session, by clicking "add calibration session" then click “View Session” to launch the Calibration Session View.
Session Details
The session details panel is where u will find all your basic but essential information about your calibration. This will display the
- Session title
- Description
- Date/time
- Lead facilitator
- Meeting instructions.
Use this area to confirm the session scope, review objectives, and reference any pre-work or ticket IDs before calibration begins.
Ticket List and Summary
The ticket list shows all tickets included in this calibration session in a horizontal scrollable bar. Click any ticket to load its details below. This makes it easy to jump back and forth between tickets under review and ensures everyone’s looking at the same interaction. The summary is a side by side table of each reviewer's:
- Avg Score for the selected ticket
- # of Reviews they’ve submitted
- Deviation (%) from the group average
Use this summary to spot and discuss score outliers before moving on, ensuring everyone’s aligned on the ticket’s quality expectations.
Overall Scores & Deviations
Aggregates performance data across all session tickets. See each reviewer’s
- Overall average score
- Total reviews
Overall deviation percentage.
This high-level view highlights consistent scoring patterns or recurring variances that warrant deeper discussion or rubric adjustments.
QA Results for Each Interaction
Expands the detailed rubric evaluation for each comment or interaction within the ticket (e.g., Compliance, Investigation, Resolution, Style). Reviewers can compare their rubric-level scores, uncovering specific criteria where interpretations diverge—perfect for pinpointing exactly which rubric items need clearer definitions or additional training.
Use Cases for Calibration Sessions
- New Reviewer Onboarding
Ramp up new QA team members by walking through calibration sessions and explaining rubric nuances in real time. - Periodic QA Audits
Schedule monthly or quarterly calibration to keep scoring fresh, catch drift early, and maintain high evaluation standards. - Rubric Refinement
Leverage discussion insights to refine rubric definitions, add examples, or adjust scoring weight for clarity. - Cross-Team Alignment
Bring together reviewers from different product or region-specific teams to ensure global consistency in QA scoring.
Getting Started with Calibration Sessions
- Define Session Scope
Select 3–5 representative tickets that cover a range of issues and difficulty levels. - Invite Reviewers & Lead
Include all QA members and appoint a lead facilitator to guide the discussion and capture action items. - Review Pre-Work Materials
Distribute the rubric, session agenda, and ticket IDs at least 24 hours in advance. - Run the Calibration
In the Calibration Session View, step through each ticket in order—review scores, discuss deviations, and document alignment decisions. - Document Outcomes & Follow Up
Save session notes, update the rubric or training materials as needed, and schedule follow-up sessions to close the loop on action items.