QA calibration worksheet
Compare independent reviewer judgments, resolve differences against evidence and maintain consistent scoring anchors.
For qa reviewers and calibration facilitators.
Two reviewers interpret ownership differently
- 01Give both reviewers the same interaction and rubric without revealing each other's scores.
- 02Calculate the absolute difference for each criterion; the example differences 1, 0 and 1 average 0.67 on a 0–2 scale.
- 03Discuss the evidence and anchor behind each difference instead of simply averaging the scores.
What to capture in your worksheet.
Criterion and evidence
Behavior being judged and the interaction reference.
Reviewer A score
Independent score before discussion.
Reviewer B score
Independent score on the same scale.
Difference and rationale
Absolute difference plus reasons for disagreement.
Agreed anchor and action
Final interpretation and any rubric revision.
Filled example: adapt these choices to your operating policy.
| Criterion and evidence | Reviewer A score | Reviewer B score | Difference and rationale | Agreed anchor and action |
|---|---|---|---|---|
| Understanding; synthetic sample A | 2 | 1 | Difference 1; reviewers disagree on whether confirmation was explicit | Inspect the wording and define an explicit-confirmation anchor |
| Next step; synthetic sample A | 2 | 2 | Difference 0; both locate the same accurate instruction | Retain the anchor and record the supporting evidence |
| Ownership; synthetic sample B | 0 | 1 | Difference 1; owner implied but not stated | Agree how implicit ownership should be treated before rescoring |
Download blank CSVDownload filled example CSV
Open in your spreadsheet editor and adapt the values. These files document a plan; they are not a native Voz360 import format.
Two reviewers interpret ownership differently
- 01
Give both reviewers the same interaction and rubric without revealing each other's scores.
- 02
Calculate the absolute difference for each criterion; the example differences 1, 0 and 1 average 0.67 on a 0–2 scale.
- 03
Discuss the evidence and anchor behind each difference instead of simply averaging the scores.
- 04
Record the agreed interpretation and independently rescore another sample.
Implement the workflow with Voz360.
Use Voz360 quality review and available interaction evidence to support coaching and calibration. Validate the configured review process; this worksheet does not claim a native multi-reviewer calibration module.
Explore the relevant capability →Acceptance tests before rollout.
Scores differ
Facilitator can locate evidence and the interpretation behind each score.
Rubric changes
Team records the revised anchor before applying it to another sample.
AI score differs from reviewers
Reviewers inspect evidence rather than treating either score as automatically correct.
Record actual evidence, an accountable owner and an agreed result for each test. Sample outcomes describe acceptance criteria, not measured product results.
Record your demonstration results →Before you use the template
Is calibration the same as scoring an interaction?
Scoring evaluates an interaction. Calibration compares how reviewers apply the rubric so the criteria and evidence are interpreted consistently.
Can I use this file to configure Voz360 automatically?
No. Use it to agree the process and scope the configuration with your implementation team. Confirm package inclusion, integrations and provider dependencies separately.
Illustrative planning worksheets from the Voz360 Editorial Team, based on the product owner's confirmed feature scope. Adapt roles, policies and values to your operation. These files do not configure Voz360 or establish regulatory compliance. Validate the proposed workflow and provider dependencies during implementation. Updated 26 October 2026. No independent specialist endorsement is claimed.
Keep your implementation moving.
Contact center QA scorecard
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Compare agreed scheduled activities with observed work, document exceptions and distinguish adherence from productivity.
Use the worksheetSee this workflow in Voz360.
Bring your completed worksheet and one difficult exception. Review the configuration and evidence with the team.