Management-Level Quality Assurance Architecture.
Overview
CALIBRE™ is the flagship quality assurance model of the STRATA™ Academy and the AI centrepiece of the management track. It equips QA managers and team leaders with the evaluation frameworks, analytical standards and evidence management capabilities required to run a compliant, intelligence-driven QA function within regulated BPO operations.
Quality assurance managers, QA team leaders, senior evaluators and compliance officers responsible for interaction quality, performance standards and regulatory evidence in CNI-adjacent BPO environments.
Curriculum
Competency Domains - CALIBRE™
Structured methodologies for assessing frontline interaction quality across voice, digital and written channels.
Applying consistent, evidence-based assessment criteria across diverse interaction types and agent profiles.
Translating QA findings into targeted coaching, training interventions and performance improvement programmes.
Producing and communicating QA intelligence to operational leadership, clients and regulatory stakeholders.
Defining and assessing behavioural competencies aligned to institutional, regulatory and client-specific standards.
Moving beyond individual performance to identify systemic process, training and technology drivers of quality failure.
Maintaining compliant QA records, evidence trails and regulatory audit documentation to institutional standards.
CALIBRE™ AI
CALIBRE™ AI is the most advanced AI integration in the STRATA™ architecture. The AI layer performs automated interaction scoring across 100% of sampled calls and digital contacts, identifies compliance risk flags in real time, generates calibration-ready evidence packs, and provides predictive quality analytics that surface agent and process risk before regulatory exposure materialises. CALIBRE™ AI is the intelligence engine behind the full QA function.
Delivery
Deployment Options
Direct Intelligence delivers the programme to your organisation. Scoped, scheduled and delivered by senior practitioners with direct CNI sector experience.
CALIBRE™ is licensable to BPO partners for internal delivery. Licensing includes full curriculum materials, facilitator guides and quality assurance protocols.
CALIBRE™ is designed for offshore and nearshore BPO environments. Delivery is adapted for cultural context, working in conjunction with GROUND™ foundation certification.
Request a training scoping call to discuss programme delivery, licensing options and offshore integration.
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