Commit to a Safer QA Calibration Huddle
Commit to a QA huddle practice that surfaces system causes without excusing behavior.
Run one psychologically safe and accountable QA calibration huddle. call-center-management QA calibration, supervisor coaching, and process improvement In my next QA huddle, I will open with: "We will separate behavior, rubric, tool, and policy issues. Bring timestamps. Our goal is fair scoring and one fixable system signal." I will close by assigning owners for each behavior or system action. In 3 days, confirm whether the huddle surfaced at least one candid disagreement, whether owners were assigned, and whether one action was completed. In the next QA calibration meeting where supervisors score the same call more than 10 points apart During…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in