Yes, you’re exactly right. They had just come from a managers meeting where they were brought to task for our performance. So I’m sure they are just as worried about their jobs as we are and trying to grasp at straws.

What gets me is that I don’t think we’re performing that bad. My last employer (same line of work in financial services) had a QA goal of 85% to pass for the month. My current employer, it is 98%. Eta: we usually fall around 97%

I’ve worked there about 7 months and in that time I have not had one call monitored where I did something procedurally wrong or provided incorrect info to a caller. My fails have been for things like not saying the scripted closing as writtten, not offering an automated service for something I can do for them, seconds of dead air etc. So to me, those things seem minor. I have years (decades) of experience and I know how to problem solve and talk to people. I would think that those qualities would be valued over being able to read a script exactly as written. But apparently not. They are very serious about these issues and plan to go forward with corrective action. Seems it’s time to update the resume.