"I'm not here to catch your mistakes, I'm trying to get customers to stop yelling at you." - Amanda Drws

That’s how Amanda Drws thinks about QA, and it’s a big reason her teams trust the process instead of fearing it.

In this episode, we dig into how Amanda built a QA approach that actually makes life easier for agents and more valuable for the whole company. She shares why she audits a tiny fraction of tickets, how she decides what’s worth flagging, and the surprising ways QA can uncover customer trends you’d never think to track.

What we cover:

• Why “less QA” can lead to more insight
• How to make QA a culture-builder instead of a compliance drill
• A simple way to catch big issues without nitpicking typos
• Using QA to surface trends before your dashboards do
• Getting other teams to actually care about support insights

If you’ve ever thought QA was just about catching mistakes, Amanda’s going to change your mind

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🤖 Sponsored by Supportman: https://supportman.io

Episode Time Stamps:

00:00 – Why QA Shouldn't Catch Mistakes

01:32 – Amanda’s Weekly QA and CSAT Ritual

04:15 – QA Is Not Stress Relief

07:48 – Audit Less Than 10% of Tickets

09:55 – QA Insights for Marketing Wins

13:12 – Training Doesn’t Stop After Onboarding

16:44 – How QA Builds Team Safety

20:08 – Weighted Scorecards, Not Gotchas

23:31 – Share QA Gold in Slack Channels