Guy's, I need some help. For once, not monetarily. It's more about my job. for the past 5 years, I have been working for for the largest retail jeweler in the States. Alot of you know at least 1 or 2 of our brands, but please, no names of them. The jingles and commercials are familiar to all. Anyways. My issues is this. I work in customer care, and as part of the job, we get compliance to give us call quality monitors. Last year, I kinda sucked. But I was new at the position, and that helped. I improved a lot this year, and Feb through May, met quality. Calls have to be at 90.2% or above to meet quality. Anything below that, and it's a fail. and if you fail JUST ONE CALL, you fail quality for the month. I missed June, and then passed July. 1 month here and there I'm not worried about. But then I failed August....September...and now October. And some of my calls have been really low..in the 70% range. Anything below I think 84% is automatically sent to the directors. No choice, jsut bam, they see that. Now, Compliance was grading things they shouldn't have been grading, and for that, September is being thrown out, and possibly October. However, I still had those bad calls. I have been trying to get to listen to them. Mostly, what's failing me is my tone.And here's my issue. On a call, in the heat of the moment. I can't hear when I am being condenscending or things like that. It's one thing when I am being sarcastic, or stuff, but in another, when I think I am doing well, I sound like a jerk. I lecture, instead of explain. Anyone who has heard me explain anything in chemistry can attest to this. I know Burr can. But try as I might, I can't figure out how to hear it, or pic up on it. And even though I have asked repeatedly for the past 3 months....I haven't been able to sit down with my supervisor to listen to these calls, both good and bad. It's getting really frustrating, and nerve wracking for me, and we are halfway through November. Peak season is literally just a few days away here!!!! Any suggestions? Do I go to my sup and demand to listen to them? Ask again? Go to my manager? The leadership team is set up so that each associate reports to a supervisor, and groups of supervisor's report to a manager. My manager, she is awesome, and helped get me into the department. But I'm scared about going over my sup's head, as that backfired on me already in Authorizations, part of the reason I came down to Customer Care in the first place. I really need some advice here guy's. I'm scared, haven't been sleeping well, and need help. I don't want to be written up. I haven't been with this company for 5 years to start being written up now.