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- Conquer QA Overwhelm with Stacy's Fearless Ten-Ticket Method
Conquer QA Overwhelm with Stacy's Fearless Ten-Ticket Method
Your Inside Look at Exceptional Customer Experiences
Jen Weaver
September 16, 2025
“Consistent quality review is better than no quality review.”
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Most support leaders know they need QA, but building a program often feels too heavy. Stacy Justino, Product Support Manager at PetDesk, shows us how to keep it simple, sustainable, and fair. Drawing from her time at Wistia and Loom, Stacy launched a brand-new QA program in just weeks, and her “ten-ticket method” has already changed how her team approaches quality.
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Many QA programs stall out because they’re too complex or too reactive. Managers get buried in reviews, agents get overwhelmed, and feedback becomes inconsistent.
Stacy’s fearless ten-ticket method keeps QA lightweight, fair, and effective. Here’s how she built it:
1️⃣ Ten interactions, two reviews each month
This cadence gives agents regular feedback without adding extra burden to managers or senior specialists.
“Since we are a small group of people who are carving out time to do this consistently, we decided to go with a cadence of 10 support interactions a month.”
2️⃣ Random, recent, and representative ticket selection
Reviews cover a mix of chats, calls, and emails, so feedback reflects the real work agents handle day-to-day.
“The tickets you’re reviewing really should be as close as you can be representative to what they’re handling in a given month.”
3️⃣ A four-pillar rubric for quality
Accuracy, completeness, customer excellence, and empathy keep the focus clear and consistent.
4️⃣ Private coaching and public kudos
One-on-ones create space for growth, while team huddles celebrate wins and reinforce culture.
“A one-on-one session gives them the space and the face time to talk through it… But as a team culture, shouting out when people do a really great job should be happening.”
5️⃣ QA only what you need
High performers can shift to five tickets a month, while major product changes or new features trigger more reviews for everyone.
By focusing on fairness and sustainability, Stacy turned QA into a tool for growth instead of a dreaded chore. Agents get feedback they can act on, managers keep reviews manageable, and the team benefits from both private coaching and public recognition. QA becomes part of the culture, not just a scorecard.
Catch the whole conversation on Live Chat with Jen Weaver!
Resources:
🤝 Connect with Stacy Justino on LinkedIn
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🎙 Listen to more episodes of Live Chat with Jen Weaver
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