Growth · Part of Quality Assurance
Calibration sessions + blind scoring
Calibration sessions with multiple evaluators scoring the same call blind, then revealing and discussing variance. The platform records the variance and the resolution — calibration becomes data, not folklore.
Calibration sessions — every multi-evaluator session with scorecard, participant count, status (draft/scoring/resolved), and final score when concluded.
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For the operator
Calibration sessions where multiple evaluators score the same call blind, then reveal and discuss variance in a structured session view. The platform records the variance and the resolution as data — calibration becomes an analyzable dataset rather than a meeting people remember selectively. Drift across analysts surfaces in trend reports rather than being noticed three months too late.
Business impact
Inter-rater reliability is what makes QA scores defensible to clients and to agents — when reliability erodes, every QA-driven decision (coaching, performance management, terminations) becomes contestable. Calibration-as-data closes the reliability gap and produces the inter-rater stats that defensible QA programs rely on. Cleaner scores; defensible decisions; fewer escalations.