The Scenario
During a QA calibration session, Team Lead A gave a ticket 100%. Team Lead B gave the exact same ticket 40% because the agent bent a company policy to help a distressed customer. The room is arguing. You need to mediate and establish a standard.
The Brief
Document the disputed ticket, analyse the conflicting grades, and write a policy clarification memo that resolves the ambiguity for the future.
Deliverables
- The simulated ticket and the conflicting reviews from Lead A (pro-customer) and Lead B (pro-policy)
- Your analysis of the root cause of the misalignment (why the rubric allowed this discrepancy)
- A decision on the final grade with justification
- A "Policy vs. Empathy" guideline memo for the support team on when agents are allowed to bend rules
Submission Guidance
Calibration isn't about who is right; it's about fixing the rubric or training so it doesn't happen again. Address the systemic issue.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.