QA needs visibility. Agents need dignity. Shadow with a published rubric.
Announce the program
Surprise listening feels like surveillance. Say what you review and why.
Rubric over vibes
Accuracy, empathy, pace, and policy. Score the same way every week.
Private coaching
Feedback in 1:1s—not in public thread notes the buyer never sees but the team does.
Celebrate wins
Shadowing that only catches mistakes trains people to hide.
Good QA builds culture. Connectora Sync history makes fair coaching possible.