If your QA process is just a checklist, you are wasting time, money, and customer trust.

Today, I’m talking with Chloé Koers-Bourrat, Process and Productivity Manager, Support Operations at Smartly, who built a prevention-first QA program that turned a fast-growing ad tech team into a 97 percent-plus CSAT powerhouse.

Chloé’s approach is simple but powerful. She focuses on catching problems before they ever reach the customer, creating a strong feedback loop between support and product, and keeping every interaction human, even when AI is involved.

In this episode, you will learn:

• Why starting every review with negative CSAT is the fastest way to improve
• How 10 to 20 thoughtful reviews a week can outperform 100 rushed ones
• The peer review method makes feedback easier to give and receive
• The visual aid change that cut handling time and boosted clarity
• How to route escalations so engineers only see what matters most

Whether you are building QA from scratch or improving an existing program, this episode gives you a proven checklist you can start using this week.

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 Chloé Koers-Bourrat on LinkedIn

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

Episode Time Stamps:

0:00 – Intro: Why prevention beats apologies in support
1:15 – Meet Chloe Kors-Barratt: From CSM to Support Ops
3:40 – A week in the life of a QA-focused support ops lead
6:10 – Fixing broken escalation processes with JIRA
9:20 – Launching QA: From spreadsheets to Klaus
12:05 – Raising CSAT with visual aids & tone improvements
15:00 – Klaus acquisition by Zendesk & shifting strategy
17:30 – Rethinking QA: Fewer reviews, more depth
20:40 – Building feedback loops with product teams
24:10 – Peer-to-peer QA and mentorship in action
28:00 – Key lessons: Prevent issues, keep the human touch, and “QA to save the day”