This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time.

“Consistent quality review, I think, is better than no quality review.”

That’s the principle that guided Stacy Justino, Product Support Manager at PetDesk, when she launched a brand-new QA program for veterinary support in just weeks. Drawing from her experience at companies like Wistia and Loom, Stacy created a lightweight system her team actually enjoys and that she can sustain over time.

In this episode, we cover:

1. Why ten interactions and two reviews each month provide just the right amount of feedback without overwhelming the team.
2. How to select tickets that are random, recent, and representative so reviews reflect real work.
3. The four pillars of Stacy’s rubric—accuracy, completeness, customer excellence, and empathy—and why they matter.
4. How private coaching helps agents grow while public kudos reinforce team culture.
5. When and how to scale QA up or down depending on changes in performance, products, or processes.

If QA has ever felt overwhelming, Stacy’s fearless ten-ticket method shows how to keep things simple, fair, and effective.

For more resources related to today’s episode:

📩 Get weekly tactical CX and Support Ops tips → https://live-chat-with-jen.beehiiv.com/

▶ Keep listening → https://www.buzzsprout.com/2433498

💼 Connect with your host, Jen Weaver, on LinkedIn

🤝 Connect with Stacy Justino on LinkedIn

🔧 Learn more about our sponsor Supportman → https://supportman.io

Chapters:
0:00 – Intro: Consistent quality review in support
2:27 – Meet Stacy Justino: Product Support Manager at PetDesk
5:05 – A week in the life of a support leader
8:41 – Ten interactions and two reviews each month
13:41 – Random, recent, and representative ticket picks
19:00 – Building a concise rubric to define quality
22:11 – Private coaching paired with public kudos
24:12 – QA only what you need to review
30:36 – Key takeaways for support leaders