[cjw17]

I run the quality assurance function in a 100 CSR call center. I have limited dedicated resources to do the monitoring. However it is critical the evaluations be objective, particularly since CSRs receive, as part of their compensation package, a quarterly incentive payment which is based on their monitoring scores my group provides, and a few other productivity, aht, etc metrics.
A proposal is on the table right now to allow the supervisors to perform 1/2 of the monitoring which is used for the quarterly incentive. My group would be responsible for administering the quality assurance function. We would schedule out the sessions so that CSRs receive feedback regularly (rather than all bunched together), and we would be responsible for calibration. I want to pursue this, but I've been managing in call centers for many years, and I've seen many supervisors who have great difficulty being objective, and will in fact "overlook" bad calls.
Any suggestions out there to insure that call selection is objective? Also, how do you conduct your calibration meetings?