TAOC: Building Gratitude and Positivity Into the QA Process With Etsy

The way that Etsy used to give feedback was direct, and geared toward helping agents improve – but it wasn’t the type of feedback agents were able to process. It was leading to agents not feeling appreciated enough.

So Susannah, who leads the QA program at Etsy, researched the psychological impact of feedback, and re-built their rubric and program around giving feedback that can be heard by agents (because it emphasizes the positive) to lead to higher quality coaching.