Measuring quality through transaction monitoring is an ongoing commitment that requires a calibration process, and the setting of realistic,

attainable calibration percentage goals. It is through the calibration process that we take the necessary steps to standardize the evaluation scores across all the monitoring groups. The primary approach in calibration is to standardize by reducing deviation amongst all participants taking part. This is done through increasing accuracy by working correctively on factors that affect an evaluators repeatability and reproducibility.

1 Internal calibration to be held in each month per location. Each Internal calibration comprises of 2 trials. 2 Voice call for IM Calibration and 2 Requests for RM Calibration. Pre-Selected Master Calibrator(QA) to conduct the Both the trials. Effectiveness of the Calibration would be measured in terms of Accuracy. The metric used to represent accuracy would be (%)Average Deviation. Objective would be to reduce Deviation. In case anyone from Trial 1 is not present for Trial 2, only entries from Trial 1 will be counted. Similarly, new joiners in Trial 2 would not be considered for overall Deviation. Further details would be explained for Participants, sampling, deviation formula and corrective action plan.

Compulsory participants: Quality Analysts Team Leaders SMEs Trainers Voice and Accent Coaches

Voice:
Minimum duration of call should be 5 minutes.
Only password calls to be used for best overall

match.

Voice/Non Voice:
Ticket should be chosen randomly either from

the dashboard for an existing Audit or from Quality Tool. Participants preference/suggestion would not be considered.

Deviation of 2 types would be calculated:

Evaluator Deviation: Deviation with respect to Master Calibrator. Parameter Deviation: Deviation amongst Parameters on the Audit Sheet with respect to entries made by Evaluators.

Formula: Observations matching with Master Calibrator/Total Observations.

To be actioned post 1st Trial: Deviation <5% - Successful Calibration. (Trial 2

Optional)

Deviation between 5% and 15% - Evaluators need re-training. (Session to be conducted before Trial 2.) Deviation between 15% to 25% - Master Calibrator needs to be re-checked. (Master

Calibrator to review markings and update template.)

Deviation above 25% - Incorrect sampling done. (Calibrator to be restarted with a different ticket number.)

In case Calibration is cancelled, all participants to be notified via email. Expectation setting should be done with the attendees prior to the Calibration. Email Notification should be sent to the operations manager half an hour prior to the calibration. All participants / evaluators need to be present for the calibration 5 minutes prior to the scheduled time. Master calibrator would be flagging the calls an hour prior to the calibration. Calibration Sheets needs to be printed in advance. Observations related to the audited calls to be shared at the end of the first trial. The observations for the second trial would be published in the form of a calibration report. Updates related to QRL would be informed to all the participants. Calibration Reports to be collated and uploaded on SharePoint.