QA people when they're having a bad day
It sounds like a great system, I just wish the people who created the system realized that your reactions will always be totally different when you're on the actual call from when you're listening to the call..
Whenever you listen to a call, you're ALWAYS going to find a million things you would have done differently to get the sale/the issue resolved.
This is all just a lack of human behaviorism study. I'm no pro, but there has to be a level of understanding between the two at some point.