Choose representative cases
A Filipino staff review calibration session should include an ordinary case, a near-miss, and an exception. Reviewers apply the same rubric independently before comparing results.
The purpose is not to force agreement on every judgment; it is to expose which rule or example produces the difference.
Explain the rating
Discuss source use, completeness, timing, escalation judgment, and handoff quality. “Good job” or “be more careful” does not teach a repeatable standard.
When reviewers disagree because the case is outside scope, record that boundary rather than inventing a new rule live.
Turn learning into a controlled update
Keep the accepted interpretation and example with the instructions. Assign an owner and date for any policy clarification.
Recalibrate after a meaningful process change or a pattern of inconsistent outcomes.
For the next step, compare this workflow with Give effective feedback to Filipino staff and Calibrate quality standards for outsourced labor. For access and oversight, use the authoritative planning reference alongside your own policy.