Quality Assurance Specialist - This is how I do it.

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I usualy audit phone calls and email interactions during a normal day of work. I'm used to start with the Good Guys for my day not to be ruined. But when the time comes to audit those guys that you believe would fail meeting all your parameters, that makes a broken day for me. That's the time we'll have those coaching sessions and all to avoid future failures. It's really a pain in the butt encountering the same people committing mistakes but it's my our job to polish and eradicate such errors by constant coaching and development sessions. I always deliver my teachings in an enthusiastic and positive way. That's for the agents to feel that I am not against them, but I am WITH them. A part of their development. This is how I treat people in the office. I face them everyday like a family member not just mere officemates. It's a grateful feeling when you walk through the bays of the office and people are glad that you're around.