Commit to a specific QA calibration loop with a situation, draft action, trigger, and follow-up.
Run a 48-hour QA calibration loop on one disputed BPO quality theme. Choose a real queue with recent score disagreement, such as refund empathy, disclosure completion, order-status ownership, or complaint de-escalation. For [queue/theme], I will select [sample size] recent contacts, run calibration with [roles] by [date/time], and publish one behavior rule with one example phrase. In 2 days, check whether the calibration happened, whether the score spread narrowed, and whether a behavior rule was published. Refund queue empathy scoring has more than a 10-point spread between QA and supervisors. Collections disclosure misses are appearing in QA disputes after a script…
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