Positive QA: How to Embrace Strengths-Based Coaching

The quality assurance landscape is evolving—we’ve swapped the stick for the carrot.

QA is no longer about policing agents with strict metrics, it’s about empowering them and offering opportunities for growth, development, and upskilling.

During this webinar we embraced evolution and explored the power of strengths-based coaching with an expert panel:

• David Magee, Account Executive, Scorebuddy (host)
• Patricia Byron, Executive Coach & Leadership Consultant
• Dhelma Salazar, Sr. Operations Manager, Voi
• Dennis Eaton, VP Operations, Verse.ai

We discussed:

1. How the language of QA is evolving
2. The role of QA in agent development
3. Shifting from traditional metrics to new evaluation methods
4. Why strengths-based coaching is essential
5. Best practices for implementing strengths-based coaching

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