Quality calibration
Ability to apply Quality calibration practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
What each level means
The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.
P1
Describes the process, controls, stakeholders and basic decisions involved in Quality calibration.
P2
Executes standard Quality calibration activities accurately within established controls and escalates exceptions.
P3
Owns complex Quality calibration cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Quality calibration, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Quality calibration and develops other experts.
Source: PROCOMER FTZ employer benchmark