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Anastasiia Gubina
QA specialist
Asked a question 4 months ago

Hello everybody! I'm currently exploring ways of making calibration sessions interesting and productive, so would love to hear your experience :) Some questions I have: how many tickets is enough for calibration? Do you prepare some sort of presentation or slides to show to your team (we are working remotely)? What is your meeting structure?

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Corinne Flanagan
Smartsheet Senior Manager of Training, Quality, & Operations

We do weekly calibration sessions and evaluate one interaction, either a call or web case. As a group, we either listen to the phone call or review a web case from our customer portal. We then evaluate and score the call independently. After the time period has elapsed, the facilitator shares their screen and a sheet that has pulled all reviewers' scores. We review the outlier scores and discuss the rationale for those scores. Post-meeting, the facilitator sends a recap of discussion points and correct answers. Note: the content to be reviewed in calibration is not provided in advance and we do it all in the meeting.

Our meeting structure is 60 minutes - led by our QA manager and participants are our QA analysts, team leads, and managers. Attendance is required for anyone who performs QA evaluations/coaching.

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I wouldn't say it's fun, but it is effective. I'm glad to see your post, @Anastasiia Gubina22 because I would love to make our calibration sessions more productive and interesting - so will keep an eye out for other responses - thanks!

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