- Write criteria a new reviewer can apply the same way twice.
- Measure coverage. If it is 2%, you do not have a QA program. You have a ritual.
- Calibrate weekly. AI and humans should lose arguments to the tape, not to seniority.
- Coach from timestamps. Close the loop in the same week as the call.
Guide
Call center QA guide
A working loop: scorecard, coverage, calibration, coaching. Not a 40-page PDF.
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