Agents are more likely to embrace quality programs when they trust the process—and that trust begins with their supervisor. In this session, we’ll explore how frontline leaders can turn quality reviews into opportunities for connection, growth, and empowerment. Learn how to make QA feel fair and transparent, deliver feedback that builds confidence instead of fear, and create a collaborative environment where agents feel supported—not scrutinized. You’ll leave with practical tools to interpret quality data, coach with consistency, and lead a program your agents believe in.