QA & Calibration Notes

Reviewing agent responses against a quality rubric.

All Support Agents Customer Success Support Leads / QA

All Escalation Summaries QA & Calibration Notes Support Playbooks Team Communication Other

Support Leads / QA · QA & Calibration Notes

QA rubric review

Score an agent response criterion-by-criterion with quoted justification.

Support Leads / QA · QA & Calibration Notes

QA calibration session prep

Prepare talking points for a calibration session that resolve genuine rubric ambiguity.