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Prevention-First QA to Rocket Your Team to 97-Plus-Percent CSAT | Episode 19
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If your QA process is just a checklist, you are wasting time, money, and customer trust.
Today, I’m talking with Chloé Koers-Bourrat, Process and Productivity Manager, Support Operations at Smartly, who built a prevention-first QA program that turned a fast-growing ad tech team into a 97 percent-plus CSAT powerhouse.
Chloé’s approach is simple but powerful. She focuses on catching problems before they ever reach the customer, creating a strong feedback loop between support and product, and keeping every interaction human, even when AI is involved.
In this episode, you will learn:
- Why starting every review with negative CSAT is the fastest way to improve
- How 10 to 20 thoughtful reviews a week can outperform 100 rushed ones
- The peer review method makes feedback easier to give and receive
- The visual aid change that cut handling time and boosted clarity
- How to route escalations so engineers only see what matters most
Whether you are building QA from scratch or improving an existing program, this episode gives you a proven checklist you can start using this week.
For more resources related to today’s episode:
📩 Get weekly tactical CX and Support Ops tips → https://live-chat-with-jen.beehiiv.com/
▶ Keep listening → https://www.buzzsprout.com/2433498
💼 Connect with your host, Jen Weaver, on LinkedIn
🤝 Connect with Chloé Koers-Bourrat on LinkedIn
🔧 Learn more about our sponsor Supportman → https://supportman.io
Episode Time Stamps:
0:00 – Intro: Why prevention beats apologies in support
1:15 – Meet Chloe Kors-Barratt: From CSM to Support Ops
3:40 – A week in the life of a QA-focused support ops lead
6:10 – Fixing broken escalation processes with JIRA
9:20 – Launching QA: From spreadsheets to Klaus
12:05 – Raising CSAT with visual aids & tone improvements
15:00 – Klaus acquisition by Zendesk & shifting strategy
17:30 – Rethinking QA: Fewer reviews, more depth
20:40 – Building feedback loops with product teams
24:10 – Peer-to-peer QA and mentorship in action
28:00 – Key lessons: Prevent issues, keep the human touch, and “QA to save the day”
Chapters
1. It's Cheaper to Prevent Issues (00:00:00)
2. Meet Chloe Kors-Barratt: From CSM to Support Ops (00:01:15)
3. A week in the life of a QA-focused support ops lead (00:03:40)
4. Fixing broken escalation processes with JIRA (00:06:10)
5. Launching QA: From spreadsheets to Klaus (00:09:20)
6. Raising CSAT with visual aids & tone improvements (00:12:05)
7. Klaus acquisition by Zendesk & shifting strategy (00:15:00)
8. Rethinking QA: Fewer reviews, more depth (00:17:30)
9. Building feedback loops with product teams (00:20:40)
10. Peer-to-peer QA and mentorship in action (00:24:10)
11. Key lessons: Prevent issues, keep the human touch, and “QA to save the day” (00:28:00)
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