Module 5 · Quality and growth Lesson 14 of 15
Self-review and coaching feedback
The agents who improve fastest review their own tickets and ask for specific feedback. Quality scores are a mirror, not a punishment, and the numbers you can change are the ones you track.
Worked example
Reading three of your own tickets a week and naming one thing to change is how a mid-performer becomes the one asked to coach others.
Your practice task
Review three of your own tickets and write one specific improvement each.
Do this before moving on. Reading a solution teaches the shape of it; typing it teaches you.
Key takeaway
The agents who improve fastest review their own tickets and ask for specific feedback. Quality scores are a mirror, not a punishment, and the numbers you can change are the ones you track.
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