Topic
QA calibration
Getting reviewers, and AI, to score the same conversation the same way: calibration sessions, golden sets and scoring bias.
3 articles
Start here QA Calibration: How to Run Sessions That Eliminate Scoring Bias A playbook covering cadence, attendees, sample selection, blind scoring and how to measure reviewer agreement so scores stay consistent over time. Read the guide In Kaizo Calibration Calibration sessions get your reviewers scoring edge cases the same way, so a difference in a score means a difference in the conversation rather than in who reviewed it. See Calibration
More on QA calibration
- Best practice 6 min read
What a Golden Set Is in QA Scoring, and How to Build One
ReadWhat belongs in a golden set, how to build one that does not flatter your grader, and how it underpins precision and recall for automated QA.
- Guide 2 min read
What Is QA Calibration?
ReadQA calibration is when reviewers score the same conversation to align on standards, so scores stay consistent. Here is why it matters and how to run it.
Reading about it is the slow way
We will score a sample of your real conversations so you can see the difference rather than read about it.
Trusted by global support teams
