A quality assurance manager organizes a session where a group of supervisors and agents listen to the same call recording and score it independently before discussing their results. What is the primary purpose of this activity?
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A
To identify the single best agent on the team for a promotion.
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B
To ensure scoring consistency and shared understanding of quality standards.
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C
To discipline agents who score the call differently than the manager.
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D
To reduce the Average Handle Time (AHT) for the reviewed call type.