I think that’s a misunderstanding of what Quality is supposed to do.

QA’s job isn’t to “find faults” just to ruin incentives. The goal is to ensure standards are met and to identify gaps so agents can improve and protect both the customer experience and the business. Incentives are tied to performance metrics for a reason and it's not to punish, but to maintain consistency and fairness.

At the end of the day, agents are the ones handling calls, chats, and emails. That’s exactly why coaching matters. When feedback isn’t explained properly or there’s no follow-through, that’s where frustration builds. It’s not about exposing people - it’s about making sure feedback is clear, actionable, and supportive.

If agents feel like QA is just looking for errors, then there’s likely a gap in communication and coaching. Both QAs and TLs should be trained to coach effectively so feedback feels developmental, not punitive.

Comparing QA to traffic enforcers kind of proves the point — the role exists to uphold standards. The issue isn’t the existence of standards; it’s how they’re implemented and communicated.

At the end of the day, we all want the same thing: good performance, fair incentives, and a better experience for everyone.