Facilitate a QA calibration session that produces a clearer standard and a behavior-level coaching action.
Three supervisors score one refund call 72, 86, and 94. The biggest disagreement is empathy credit. PDSA calibration loop: plan the scoring question, study exact evidence, adjust the standard, test on another contact. The common trap is averaging the three scores and calling that alignment. Averaging hides the reason supervisors disagreed, so the next agent receives inconsistent coaching. Plan the question Define the calibration target: What observable behavior earns empathy credit on refund calls? A precise question keeps the group from debating every rubric item at once. Study exact moments Replay the contact and timestamp each phrase supervisors counted as…
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